For Great Customer Service, Ignore the “Averages”

In customer service, the averages are most frequently analyzed.

But instead of looking at your customer service averages — wait times, communication turnarounds, etc. — companies might consider the most extreme cases.  In this short video, Bill Price of Driva Solutions says that these statistics are far more telling than averages. Look at the outlying stats, rather than the averages because the customers that do experience these extreme cases need to be identified and the situations, rectified.

What was the longest amount of time taken to respond to a written communication? For those that had to wait this length of time, an apology (or more) should be in order. Ignoring extreme cases can be devastating to your customer service, says Price.

For more on why you should ignore the averages, watch the full video from OpenView Labs.