Situation:
We had a customer who was complaining a lot about inventory sync and order sync issues. Every other day they would raise issues and tag my manager, skip level manager and a bunch of other folks
Task:
I was scheduled for a customer call by my skip level manager and the agenda was to discuss their overall satisfaction with the product, discuss their questions, suggest action items and give them a sneak peek about new features
Action
- Before going into the meeting I dug deeper into past issues the merchant is facing
- I analysed his replies to see the ton of the merchant
- I wrote an action plan on how these can be resolved including Short, medium and long term items eg in few cases the merchant reached out to us regarding an issue whereas those should have been internally identified via different monitors which were missing
- I laid out the plan with specific ETA's
- I prepared a small ppt of 5-6 slides which had these details
- I also added new and upcoming feature releases
- I went in the meeting and patiently listened to the customer
- I acknowledged all the issues that happened and shared short, medium and long term fixes with ETA's
- The seller was very happy with the acknowledgement and the action items
- I ensured to keep them updated via our shared slack channel
Result
- Fewer queries from customer
- Minimal to no tagging to senior leadership
- If anything needed to be escalated they used to tag me first
