Every time a customer chases you, they’ve just told you something.
Every time a customer chases you, they’ve just told you something.
And it isn’t that they’re impatient.
That repeat call clogging up your queue?
Your system may have caused it.
Customers chase when uncertainty becomes uncomfortable.
They don’t know what’s happening.
They don’t know what happens next.
They don’t know when it will happen.
So they call.
Which means the interesting question isn’t:
“How do we handle repeat calls more cheaply?”
It’s:
“Why did the customer feel they needed to call at all?”
P.S.the whole psychology is explained here.
https://www.linkedin.com/newsletters/the-low-effort-advantage-7115709448672657409/
If you want to learn more about creating loyalty through low-effort design, I’ve put the book link below.
New book is on Amazon and is a best seller. https://amzn.eu/d/0d3beYkk
Or You can get a free copy here:
If the problem is urgent, our two-day Claims Workshop will help you identify the core constraint in your operation and build a practical plan to resolve it within 90 days:
Book a call: https://nobacklog.co.uk/claims
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