When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they all seem plausible. How can you determine which root cause deserves your attention? In this video, I summarize three tools that we often recommend for their usefulness in customer service settings.
This video is from my LinkedIn Learning course “Service Metrics for Customer Service.”
Root cause analysis: Statistical from Service Metrics for Customer Service by Brad Cleveland