Customer Service is a responsibility of the entire enterprise
Is this cartoon familiar to you? It reflects a situation frequently faced by customer service operations.
We have to acknowledge that the need for customers to contact us often originates somewhere else in the organisation. But too often the accountability stops at the door of the CS organization.
Instead of holding the originators accountable we tend to accept our fate at the front line and try to meet stakeholders expectations to reduce cost and improve customer experience within our organization.
WOCAS is a process to amplify the Voice of the Customer and to assign accountability to the originators of the issues customers are facing.
Removing the root cause of the problems will reduce the effort and cost of customer service operations, and preventing issues from occurring in the first place will boost customer satisfaction, loyalty and sales.
The old adage ‘prevention is better than cure’ applies here as much as it does to health issues.