Obtaining incorrect information from a service provider is costly. Lost time, effort and service availability are expensive propositions. To improve the quality of responses and economize time, ask these questions during every exchange with your provider. What additional information can I provide to ensure your answer is complete and accurate? Who else involved in fulfilling this request? Do you warrant the accuracy of your answer?
The purpose of the first question is to give the provider an opportunity to clarify answers or ask additional questions. It is appropriate for service order, technical, account administration and financial questions.
The second question considers that others may be involved in a process that affects the accuracy of a given answer. Consider T-1 service availability. A customer service representative is working from immediately-available information only. Before a complete answer is provided, provisioning and outside plant engineers need to weigh in. In another case, billing specialists may need to be consulted about a line item charge. The response allows you to gain understanding of all parties involved and potentially ask clarifying questions about the answer initially provided.
The third question allows a representative to reconsider the answer and clarify any dependencies. If they ask how to warrant the accuracy, simply request confirmation in writing (email or fax). The purpose of the question is to focus ownership of responsibility to the representative. This is not a legal warrant and there is no guarantee that the answer won't change in the future, but this does encourage the respondent to re-consider the accuracy of the information. It also conveys your expectation of accuracy to the questions you ask.
Asking these questions enables you to learn about variables that may affect accuracy of responses. Being informed and communicating completely improves the overall customer service experience for both parties, improves the business relationship and reduces the cost of incorrect information.
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