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My condolences for your loss. For the two specific cases you experienced, it seems like the auto-miscommunication could’ve been prevented if the customer servi
by danso 7y ago
My condolences for your loss.
For the two specific cases you experienced, it seems like the auto-miscommunication could’ve been prevented if the customer service person had an option to disable auto-follow-up messages. Which is a feature you think they’d have for a much more common situation: angry customers.
- soneil 7y agoWe're theoretically not able to prevent follow-ups for this exact reason. If I've just failed a customer, I just tick the box to say no follow up? Angry customers are why the feedback loop exists. (We're technically able. We can change their contact details before the case is closed. It's a dirty little secret.) But this is the problem. The feedback loop is usually intended to evaluate the rep. The rep should not be in charge of this. This would be an edge-case within an edge-case. If I had to suggest a solution, I'd suggest the only way to break this loop is for the rep to forward the 'case', recording and all, to their manager. But then we have to trust the manager doesn't want to fluff results either.
- jakear 7y agoIsn’t this what audit logs are for? You make disabling a follow up require a written statement & sign off from direct manager. Automated systems detect abnormalities for middle management to look in to.