Beware of icebergs!

Solving Problems
Written By Jeff Toister

It's tempting to write off service-failures as one-time problems, especially if you found a way to make that customer happy again. What if it wasn't a one-time problem, but the result of a flaw in your service delivery system? The problem could be repeated many more times and many more customers could become angry before it gets solved.

Customer service professionals should always be wary of "icebergs" - what you see above the surface is nothing compared to the big, mean problem under the surface.

Here are some simple questions to help you check for icebergs when you encounter a service problem:

  • Can the same problem exist in other places? 
  • What caused the problem?
  • Who else is affected?
Jeff Toister
Jeff Toister is passionate about helping companies improve customer service. He is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.
www.servicefailurebook.com
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