Get to the Root of Your Problems

Providing exceptional top-notch customer service has always been an advantage for smaller companies. This post on the Wall Street Journal blog tells us that even the small companies that think they are doing great, might not some work in keeping the customer happy.

The problem according to the post is that customer service reps are just applying a band-aid over the problem. What do I mean by this? Representatives are simply apologizing and offering compensation to disgruntled workers. Customers want to know how quickly you will get their problem resolved and what steps the company is taking to avoid this sort of problem in the future.

What are some solutions and insights that your company has found valuable in finding the root of customer service problems?