Question

This assignment you will be usinga: 2017 Subaru Legacy Sedan 4 cyl 4 Door Sedan with 136,300 miles.

The customer complaint is that when they put their Right Directional on it has a steady clicking/blinking sound coming from their dashboard. When the put the Left Directional on the clicking sound is very different than the other side, the clicking/bulking sound is very different ,it is much faster. List what steps you would take to diagnose this customer concern/difference.

Explain that you understand the Customers Concern, Cause, and Correction (CCC) in detail,

Anything will help and thank you in advance for your help!

Answer 1

Answer

Part 1 .List what steps you would take to diagnose this customer concern/difference.

Answer :

Listen to the customer concern:

The first step is to simply listen to the customer. Regardless of the channel on which they contact a business, an agent must patiently welcome a full explanation of the issue and then show genuine empathy for the customer’s frustration. It’s critical to show customers that a brand values their customers as people, not just buyers.

In our case customer concern is as follows :

The customer complaint is that when they put their Right Directional on it has a steady clicking/blinking sound coming from their dashboard. When the put the Left Directional on the clicking sound is very different than the other side, the clicking/bulking sound is very different ,it is much faster

Assess the situation(Finding the cause) :

Once the customer has finished explaining the issue, the agent should repeat the main points, asking for clarification where necessary and if there’s any other important information the customer would like to share.

Ask for the customer’s needs and preferences:

A customer may not necessarily know the best solution to the problem, but many customers do have an idea of what they need and may even take their concern a step further and request some sort of compensation for their issue.

Correction Steps :

Offer a solution and give options whenever possible:

Determine the condition of your technicians and conduct an assessment of their individual skill levels. Once the situation has been properly assessed, agents should offer the most appealing solution to the customer and offer options whenever possible. When customers have difficult issues to resolve, they may feel they made a poor choice in trusting a certain brand. Giving them options for better service (better deals, delivery service, etc.) will make them feel in charge again-and more likely to support the brand.

Deliver the solution:

Of course, the next step is to deliver the solution, but this must be done exactly as promised. When a customer actually takes the time to contact a brand over an issue, they are giving the brand another chance. For that reason, companies should always value these issues as opportunities to improve their service and show customers that they are worthy of their trust.

Follow up with the customer:

It’s very important to follow up with the customer to see how they feel about the resolution and to make sure the problem was indeed resolved. This step shows customers your company does value them and is working hard to deliver better customer experience.

Address the issue within the company:

Customer service cases should never be considered one-time problems to fix and forget. Companies need to make sure these cases are well analyzed, shared across departments, and then worked on to prevent such issues from occurring again. Different ways to address issues could range from updating FAQs on the company website and agent scripts to taking bigger measures such as changing marketing strategies and improving communication on different channels.

Part 2: Explain that you understand the Customers Concern, Cause, and Correction (CCC) in detail,

CCC Definition

Some people naturally engage with CI, some find it harder. For those who find it harder, the CCC result approach is a wonderfully simple method to combat the problem.

CCC stands for Concern, Cause, and Correction. It works like this:

• You list all of your concerns about a particular process, product or challenge that you have in your business.
• For each concern you then establish the (root) cause.
• For each cause you determine an effective correction or countermeasure, the action you will take to permanently remove the concern.

The beauty of the CCC result approach, it structures your thinking towards a solution. You can do it in a facilitated group to create an action plan that is meaningful to everyone who participates. You don't need to bring solutions to the party, just bring the concerns and let the CCC approach take over. As a team you can convert many issues / concerns into a practical action plan. If you have people on your team who have the fears I mentioned at the start of this article then you can use CCC to help them gain confidence and feel properly engaged with CI.

CCC Result

"Don't bring me problems, bring me solutions!". Most of us heard this cliche at one point or another in our careers. You can understand the frustrations of the person who says it; they have a crushing workload, poor performance that needs to be micro-managed and a team that complains.

If you take the last point however, and use the CCC approach you can reverse this list of problems and create:

• A team that pro-actively use their complaints (concerns) to generate meaningful actions.
• A team that delivers the required performance because CI genuinely works for them.
• A workload that alleviates and becomes manageable.