Abstract

Dianna and Fred discussing customer service: personal and professional experiences.

Key Points

Join Dianna and Fred as they discuss problem solving with customer service.
Topics include:

• partnering with a customer service agent when you’re the customer
• coordinating with the customer service department when you’re an engineer at the same company
• consider a focused effort on field data upon a period of initial launch

Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches.

SOR 762 Problem Solving with Customer ServiceDianna Deeney

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Show Notes

We all have experience with customer service. Dianna and Fred consider what makes customer service good (and frustrating). They explore ways we can ensure the customer service that we get, and also that our company gives, is good. We can partner with an agent to help us get the root cause of our own particular issues. We can coordinate with our own customer service department two-fold: to ensure that we get the field failure data we need or want, and to help them to help the customers. And we can be strategic with field monitoring, to closely collect data on launch to be able to quickly address issues that we just didn’t catch earlier.

Share your story or reach out! If you’ve got a story about customer service, or a question or comment about what we talked about, let us know.

Related Topics

Product Reliability and Customer Service(Opens article in a new browser tab)