The hidden support process

Many companies take great lengths to document and implement support processes. This is good. A documented process can provide metrics. When coupled with cost, it can provide cost per call help determine ROI. There is one support process that almost always goes overlooked and costs companies plenty. Email to the CEO.

Nothing rolls down hill faster than an angry email to the CEO. The actual severity of the issue can vary wildly, and it puts unnecessary strain of time, attention and resources on customer service. Amazingly, this process is rarely, if ever, documented. The costs are tremendous.

Think about what happens to your team when that angry email to your CEO comes down the pipe. What does this cost your company?