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High Customer Support Costs - How Do You Solve This?

The Sitch
General information of the situation
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The Sitch

Welcome to the Sitch! (Please preview the video. Click the video icon.)

You've taken the first step on your learning journey. Below you are able to track your progress in the Sitch. Complete the circle by adding your Instant Thinking and using the tools in Deep Dive Thinking - Analysis, Solutions, and Impacts. Once you've completed all the items in this Sitch you'll have examined the Sitch from many different angles and expanded your expertise.
What's the Sitch?
This lady represents a pattern of how customers are handled. Complaints rose to 45% last month and there is no sign it is improving. The customer care department says it is the case of growing defective products. The production department claims all products pass high testing. Meanwhile the high rate of returns continues.
What's the biggest challenge?
I'm not sure. What are your thoughts? I've got some ideas. What are your thoughts? Write your own idea.
What would you do to resolve this decline? Where would you start? How will you solve the issues?
What's the objective?
Find the root cause and see how to prevent this and avoid severe loss in sales.
Tags
Type and press enter to add a tag. You can add multiple at once.
Ray Jimenez    
January 22, 2017

The Sitch

Welcome to the Sitch! (Please preview the video. Click the video icon.)

You've taken the first step on your learning journey. Below you are able to track your progress in the Sitch. Complete the circle by adding your Instant Thinking and using the tools in Deep Dive Thinking - Analysis, Solutions, and Impacts. Once you've completed all the items in this Sitch you'll have examined the Sitch from many different angles and expanded your expertise.
What's the Sitch?
This lady represents a pattern of how customers are handled. Complaints rose to 45% last month and there is no sign it is improving. The customer care department says it is the case of growing defective products. The production department claims all products pass high testing. Meanwhile the high rate of returns continues.
What's the biggest challenge?
I'm not sure. What are your thoughts? I've got some ideas. What are your thoughts? Write your own idea.
What would you do to resolve this decline? Where would you start? How will you solve the issues?
What's the objective?
Find the root cause and see how to prevent this and avoid severe loss in sales.
Tags
Type and press enter to add a tag. You can add multiple at once.
Ray Jimenez    
January 22, 2017