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Here's how you can effectively analyze the root causes of failure as a customer service manager.

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Understanding the root causes of failure in customer service is crucial for managers looking to improve their team's performance and customer satisfaction. When things go awry, it's easy to get caught up in quick fixes rather than addressing the underlying issues. However, by diving deep into the reasons behind service lapses, you can develop strategies that are more effective in the long term. This article will guide you through the process of analyzing these root causes, so you can turn failures into learning opportunities and drive your customer service team towards success.

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Andy Schuette

3rd Shift Maintenance Supervisor at Great Lakes Cheese

1 Gather Data

Before you can analyze failures, you need a comprehensive understanding of the incidents. This means collecting data from various sources such as customer feedback, service tickets, and employee reports. Ensure that the data is detailed and covers different aspects of the service process. Look for patterns or recurring issues that could indicate systemic problems. Remember, the quality of your analysis depends on the quality of your data, so take the time to gather it thoroughly.

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Andy Schuette

3rd Shift Maintenance Supervisor at Great Lakes Cheese
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I think that this is the most important step. If the data collected is wrong or cons crewed it will lead you in the wrong direction and you will never find or fix the root cause.

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2 Identify Patterns

Once you have collected sufficient data, start looking for common themes. Are customers consistently reporting the same issue? Do certain times or situations result in a higher rate of service failures? By identifying patterns, you can pinpoint areas that need improvement. This step is crucial for moving beyond symptomatic treatment and towards addressing the root causes of service lapses.

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Andy Schuette

3rd Shift Maintenance Supervisor at Great Lakes Cheese
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Get people involved with this. I had a time when there was an issue with keeping temperature in one of our chills. I got a team of production members, operators, and maintenance members together to get to root cause. During our conversation one of the production members had mentioned that their frock would always blow out of the door when it was opened. Now it gets sucked in. The fans for the cooling unit were running backwards. This is what the issue was withholding temperature in the room. My point here is that it was a production member that got root cause not a maintenance member. Maintenance doesn't solve all the issues.

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3 Ask Why

The "Five Whys" technique is a powerful tool for getting to the bottom of a problem. Start with the issue at hand and ask why it happened. Then, for each answer you receive, ask why again. Continue this process until you've asked "why" five times. This iterative questioning can reveal the underlying cause that might not be immediately apparent. It's a straightforward yet effective method for digging deeper into problems.

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Andy Schuette

3rd Shift Maintenance Supervisor at Great Lakes Cheese
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Make sure that you have someone experienced in the 5-why process. I have seen it before where someone not filmier with the process leading the discussion and they go down a rabbit hole and never get the issue figured out. I have also seen before that it goes in the wrong direction when you don't have the right information of the right people in the room. It is OK to stop the 5-why and get the information needed and then start where you left off.

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4 Engage Team

Involving your customer service team in the root cause analysis is vital. They are the ones interacting with customers daily and can provide valuable insights into what might be going wrong. Encourage open and honest communication, where team members can share their observations without fear of retribution. This inclusive approach not only helps in pinpointing issues but also fosters a collaborative environment where everyone is committed to improvement.

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Andy Schuette

3rd Shift Maintenance Supervisor at Great Lakes Cheese
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Everyone has their own piece of the puzzle. Once it is together then everyone can see that whole picture so get the whole team engaged.

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5 Implement Changes

After identifying the root causes, it's time to implement changes to rectify these issues. Develop a clear plan of action that addresses each root cause identified. It's important to prioritize these actions based on their potential impact and feasibility. Communicate these changes to your team clearly, and ensure that they understand how these adjustments will improve service delivery.

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Andy Schuette

3rd Shift Maintenance Supervisor at Great Lakes Cheese
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Implement changes can be the hardest part. Most people don't want to change. It is scarry for some people. Considered the sustainment of the Chage also. From what I have seen sustainment is the toughest part. Once the change is in place if it isn't inspected once in a while it will not stay. Consider that when implementing changes. The smaller the change the more auditing that will need to be done. If you consider sustainability when implementing changes, you may do smaller changes in steps instead of making a big change. Remember most people do not like change, for some it is terrifying.

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6 Monitor Results

Finally, after implementing changes, it's crucial to monitor the results to ensure that the issues have been resolved. Set up a system to track the effectiveness of the changes over time. This could involve regular checks on customer feedback, service metrics, or employee input. Adjust your strategies as needed based on this ongoing evaluation. Continuous monitoring not only ensures that the solution is effective but also helps in quickly identifying any new issues that may arise.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Here's how you can effectively analyze the root causes of failure as a customer service manager.

1

2

3

4

5

6

7

1 Gather Data

2 Identify Patterns

3 Ask Why

4 Engage Team

5 Implement Changes

6 Monitor Results

7 Here’s what else to consider

Customer Service Management

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Here's how you can effectively analyze the root causes of failure as a customer service manager.

1

2

3

4

5

6

7

1 Gather Data

2 Identify Patterns

3 Ask Why

4 Engage Team

5 Implement Changes

6 Monitor Results

7 Here’s what else to consider

Customer Service Management

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