Management Questions

1. How are you going to handle the problem for the customer? Think about an immediate solution, delivered with the right attitude and a sense of urgency that will restore the customer’s confidence in you.Photo: Gene Selkov/Flickr (Creative Commons)
2. Why did it happen? Do an analysis to determine why this happened.
3. Has it happened before? If it has happened before, why did it happen again? Do an analysis to determine the problem and what you can do to prevent, or at least minimize, the chances of this happening again.
4. Can it happen again? If this is the first time the problem or mistake has occurred, determine what you can do to prevent it from happening again. (See question number five.)
5. Can a process be put in place to prevent it from happening again? This is the follow up to question number four. If there is a process that you can put in place to prevent the problem or mistake from occurring again, do it.
6. Can you catch it before the customer calls you? This is very important. If you know the problem can potentially happen, have a system in place to check and either fix it before the customer finds out or let the customer know before they find out on their own. In other words, be proactive.
7. Who’s involved in preventing it from happening (again)? Determine who is responsible for eliminating the problem and what has to be done.
8. If this is a problem that doesn’t happen often, if ever (a “freak occurrence”), what would you do differently if in the same situation? After the problem has been brought to your attention and ultimately resolved, decide if this was the best way to handle it, or if there is a better way.
9. Is there information now that we didn’t have before it happened? If this is the first time the problem or mistake took place, you should be able to find new data or an experience that will help you prevent it from happening again.
10. What did we learn from it? Look at all of the answers to the above questions. You should have several insights on what happened, why it happened and how to prevent it from happening again.

These questions apply for both your external and internal customers.

Source: Customer Service Strategy: Ten Questions to Ask When Something Fails by Shep Hyken

285No Comments »http%3A%2F%2Fwww.mgmtquestions.com%2F2011%2F08%2F26%2F10-questions-to-ask-about-customer-service-failures%2F10+Questions+to+Ask+About+Customer+Service+Failures2011-08-27+01%3A36%3A01Administratorhttp%3A%2F%2Fwww.mgmtquestions.com%2F%3Fp%3D285 Posted by Administrator / Customer Questions

• Who is responsible for developing and maintaining our cross-functional approach to cybersecurity? To what extent are business leaders (as opposed to IT or risk executives) owning this issue?
• Which information assets are most critical, and what is the “value at stake” in the event of a breach? What promises—implicit or explicit—have we made to our customers and partners to protect their information?
• What roles do cybersecurity and trust play in our customer value proposition—and how do we take steps to keep data secure and support the end-to-end customer experience?
• How are we using technology, business processes, and other efforts to protect our critical information assets? How does our approach compare with that of our peers and best practices?
• Is our approach continuing to evolve, and are we changing our business processes accordingly?
• Are we managing our vendor and partner relationships to ensure the mutual protection of information?
• As an industry, are we working effectively together and with appropriate government entities to reduce cybersecurity threats?

Source: Meeting the cybersecurity challenge by James Kaplan, Shantnu Sharma, and Allen Weinberg | The McKinsey Quarterly, June 2011

281No Comments »http%3A%2F%2Fwww.mgmtquestions.com%2F2011%2F08%2F09%2Fcyber-security-questions%2FCyber+Security+Questions2011-08-09+16%3A23%3A49Administratorhttp%3A%2F%2Fwww.mgmtquestions.com%2F%3Fp%3D281 Posted by Administrator / IT Questions