There is a lack of fast and quality customer service
Posted: Thu Feb 13, 2025 6:40 am
Team : everything related to the work of employees.
Transportation and equipment: technical equipment and logistics.
Materials : qualities and properties of resources.
Processes: methods, strategies and technologies.
External conditions : for example, the influence of the economy.
Product : qualities and characteristics of the goods.
Marketing and promotion : market strategies and advertising.
Geolocation: location of the outlet.
Suppliers : quality and reliability of supplies.
Returning to our example of a company experiencing an increase in venezuela phone number list returns, the manager and his team were able to identify five main categories of causes:
Product quality
Logistics
Product Information
Technical support
Feedback
Clarification of reasons
The team uses brainstorming to delve deeper into each of the identified causes. It is important to consider absolutely all factors. Even those that are minimally related to the emergence of difficulties.
The problem is often the result of a combination of many small flaws, so even factors that seem insignificant at first glance may turn out to be important.
This is how it will look in our example:
Product quality
The product characteristics do not correspond to those stated.
Cheap and low-quality materials are used in production.
There is no proper quality control at all stages of production.
Logistics
Inappropriate packaging that results in damage during transportation.
Insufficiently reliable delivery channels.
Delays in delivery.
Product Information
The product is not described in sufficient detail on the website or in advertising materials.
Errors in technical specifications that cause customers to misunderstand the properties of the product.
Product information is not updated.
Technical support
Low level of training for support staff.
Feedback
There is no system for collecting and analyzing customer feedback.
The feedback received is not used in any way to improve the quality of the products.
There is no after-sales customer service.
Each of these refinements fits into the appropriate branch of the fishbone diagram. This allows for a complete picture of all possible factors that influence the increase in product returns. As a result, the team receives a detailed diagram that will help in further analysis and finding solutions.
Transportation and equipment: technical equipment and logistics.
Materials : qualities and properties of resources.
Processes: methods, strategies and technologies.
External conditions : for example, the influence of the economy.
Product : qualities and characteristics of the goods.
Marketing and promotion : market strategies and advertising.
Geolocation: location of the outlet.
Suppliers : quality and reliability of supplies.
Returning to our example of a company experiencing an increase in venezuela phone number list returns, the manager and his team were able to identify five main categories of causes:
Product quality
Logistics
Product Information
Technical support
Feedback
Clarification of reasons
The team uses brainstorming to delve deeper into each of the identified causes. It is important to consider absolutely all factors. Even those that are minimally related to the emergence of difficulties.
The problem is often the result of a combination of many small flaws, so even factors that seem insignificant at first glance may turn out to be important.
This is how it will look in our example:
Product quality
The product characteristics do not correspond to those stated.
Cheap and low-quality materials are used in production.
There is no proper quality control at all stages of production.
Logistics
Inappropriate packaging that results in damage during transportation.
Insufficiently reliable delivery channels.
Delays in delivery.
Product Information
The product is not described in sufficient detail on the website or in advertising materials.
Errors in technical specifications that cause customers to misunderstand the properties of the product.
Product information is not updated.
Technical support
Low level of training for support staff.
Feedback
There is no system for collecting and analyzing customer feedback.
The feedback received is not used in any way to improve the quality of the products.
There is no after-sales customer service.
Each of these refinements fits into the appropriate branch of the fishbone diagram. This allows for a complete picture of all possible factors that influence the increase in product returns. As a result, the team receives a detailed diagram that will help in further analysis and finding solutions.