Number of customer care calls is inversely proportional to customer care.
If the number of calls are rising, customer care is actually declining. If the number of calls are declining, customer care is actually improving.
The real customer care is delivering products 100% on time and in full. Ensuring that people do not need to call customer care in the first place.
If people need to call to get an explanation on the gap between your promise and your product, a redesign of your internal process or your promise is required.
Imagine if you had to call customer care for every product you use. That will be torturous.
Design your company to ensure the customer has one less reason to call customer care.
– Osasu Oviawe