Comments on: When Self-Help Does Not Help https://6sigma.com/when-self-help-customer-service-does-not-help/ Six Sigma Certification and Training Fri, 28 Feb 2025 06:39:35 +0000 hourly 1 By: Dike Drummond https://6sigma.com/when-self-help-customer-service-does-not-help/#comment-25088 Sat, 07 Feb 2009 16:02:52 +0000 https://opexlearning.com/resources/?p=959#comment-25088 I agree with every point you make and would like to add emphasis to this quote, “If a customer is calling customer service, there was already a service failure ” do not add insult to injury”

So often in designing customer service systems, the inbound call is considered a “hassle we have to deal with” … when, if handled well, it can cement the relationship with that customer … think “returns at Nordstrom”.

Keep up the great posts.

Dike

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