In this episode we discuss a 90 day roadmap to customer excellence, and to do that we brought on Shannon Martin, the Senior Director, Travel Partners Group at Expedia Group. She gives some good advice on how to break down a customer’s issue, and then come up with a plan to solve that issue, finding the root and shifting your approach to avoid that problem in the future. We talk about the question “Why” and use this to get to the root of their issue, which usually takes around 5 whys. Shannon tells how they were able to raise customer and employee satisfaction by no longer monitoring handle time.

Shannon’s background 0:51
Where to start 4:03
Where to go next 7:52
Improve results 9:54
Last step 12:07

“You always wanna start with the customer’s problem. What problem are you trying to solve? And so once you understand what problem you’re trying to solve, then you can think about ‘what are the processes that impact that problem? How does the customer get to the point where they have that problem?’ And then you start looking at breaking that problem apart and what you can then fix.” 2:57

https://www.linkedin.com/in/slearmartin/