Customer Troubleshooting

This article will cover how to troubleshoot an issue for a customer. We will look to answer a series of questions to identify what's going wrong, and why.Advanced troubleshooters who are familiar with the tagging and metafields systems can skip directly to checking the following places for messaging: Order Tagging Guide Customer Tagging Guide Customer Metafields Guide Question 1: What type of customer is this? The type of customer this is will dictate the messaging this customer should be recieving. The customer is either: A Guest 1 or fewer orders AND does not have an account OR Does Not Accept Marketing) A VIP 1 or more orders AND/OR Has an accountOR Accepts Marketing A Member Has ordered any level of Tasting Room Membership 1 or more times Guests Since guests are the least likely to have accounts, they are likely seeing messaging that reflects the first two steps of the customer funnel. VIPs VIPs may or may not have accounts. They could be seeing any of the first four steps of the customer funnel, depending whether they are logged in or not. Members Members should have accounts, and should be reliably seeing messaging that reflects their status. Check if they're logged in or not, then check their tags and metafields. Question 2: What type of guidance did this person recieve, and how did they end up here? In many cases, we try to provide enough information to help the customer self serve as much as possible. If a customer is asking a question where the answer is typically available publicly, then this person may not be aware of our processes, indicating that they either... Did not recieve guidance (If so, identify a way to build in a guidance step) ASK YOURSELF: Was the guidance provided to them? Does guidance exist regarding this question? IF YES Proceed to the next questionIF NO Indicates possible opportunity to improve messaging. Did they get a confirmation email? IF YES Proceed to the next questionIF NO Indicates possible typo in customer email Did someone verbally explain what to expect to them? IF YES OR NOT APPLICABLE Proceed to the next questionIF NO Indicates possible Catering Team Training needed If instructions were verbal, did this person recieve a physical reminder? IF YES OR NOT APPLICABLE Proceed to the next questionIF NO Indicates possible Catering Team Training needed Did the website display accurate messaging to this person? IF YES Proceed to the next questionIF NO Indicates issue with customer or order tagging Did we recently post about this in any way, such as in a Kitchen Update or on Social media? IF YES Proceed to the next questionIF NO Indicates possible issue with information not being shared to all update channels. Make sure an update about this is posted across all communication channels. Did the automation intended to provide this instruction trigger for this person? IF YES Proceed to the next question IF NO Assist the customer to the best of your ability, and educate them on the step they should have recieved. (For example, if someone is saying they never got their order, when the item they ordered is still in production, politely show them the production status flags provided on product pages and their order history, provide them with a link to The Kitchen, and show them how they can access it from their order history. Do not understand the guidance they recieved (If so, was the reason in our control?) ASK YOURSELF: Can we improve the guidance? Were instructions accompanied by a physical reminder? IF YES Proceed to the next questionIF NO Indicates possible issues with New Customer Welcome Kits not recieved, Order Pack Ins not being provided or Catering Team Training needed Did we talk about this in a recent update? IF YES Did that update reach the channels the guest expected to see news on? (Find out where that was) IF YES Indicates that updates may not have been clear enoughIF NO Indicates issue with updates not being shared to all channels IF NO Indicates either a cross-posting failure or Marketing Team training is needed. Were the instructions recieved too complicated or overwhelming? IF YES Indicates possible Marketing Team Training neededIF NO Proceed to the next question Do not currently feel that we are meeting the expectations that the guidance gave them. ASK YOURSELF: Did we deliver what this person expected? Was what we told the customer objectively accurate to what we delivered to them? IF YES Consider in good faith whether customer may be experiencing a misinterpretation. Use your best judgement.IF NO Indicates failure to deliver on promises, requiring an assessment of why. Investigate by proceeding to the next question. Was someone assigned to deliver on this? IF YES We did our job. Work with the customer to find an amicable solution that makes them happy as best you can, without compromising that we did deliver. Do not apologize for anything, as nothing was done incorrectly. IF NO Indicates failure to assign work properly, proceed to the next question to investigate whether this can be resolved with process or training improvement. Did we have the manpower available to deliver on this? IF YES Indicates possible failure of the assignee to perform at expected level. Proceed to next question to investigate.IF NO Indicates possible failure to provide proper support for the work by the manager. Proceed to the next question to investigate. Did assignee report completion of other task items in order of their priority as assigned? IF YES Indicates possible overload, assess workload and reprioritize items.IF NO Indicates possible failure of the assignee to understand priority level of task. Assess workload level, and if deemed appropriate, consider time management training for the assignee. Document a "Failure to perform as instructed" in employee history, and consider corrective action if this reoccurs.

Customer Troubleshooting

Please login to access Team Resources

You're not logged in!

Leave a comment