Once the customer's problem is fixed

摘要

Engineers are often critical when it comes to solving customer problems. But even after fixing the problem, the engineer's job is only half done. He must still make sure the customer respects his company and will likely do business with it again. He should also make sure the case is reviewed inside his company to prevent future mistakes. A two-pronged customer-service approach to this situation includes a follow-up program and a lessons-learned review. Follow-up programs get companies back on track with customers, make sure there are no additional problems, and even open the door to new business. Back inside the company, lessons-learned reviews keep employees at all levels up to date on best practices and potential problems. Companies of any size can effectively use these two programs.