Revealed: 3 Major Risks In Customer Service Delivery
In my previous article, I have talked about some of the facts that you need to know about service delivery. In this article, I want to talk about some of the risks in customer service delivery. Here are some of the facts that you need to know about some of these risks.
What then is a risk in customer service delivery…
Risks refer to positive events that could cause harm or loss or make it more difficult to achieve objectives.
in understanding risks in customer service delivery, there are some risks that are removed or reduced for the customer by the service. Take, for example, if you engage UBER Driver, there are risks that are removed from you. For example, there is no need for you to have a car or find a place to park your car.
There is another type of risks that are imposed on users by the service provider. If you take the UBER user example as a case study. We have the risk of failing phone and batteries as a result of using the application on your phone.
We also have some ways by which consumers can contribute to the reduction of those risks. these include:
#1 Participation in the definition of requirements
In order to reduce the risk that might be imposed on you by the service provider, you as the service consumer must also participate in deciding what is been offered by the service provider. That means the organisation must create mechanisms for getting feedback from service consumers.
#2 Determining Critical Success Factor
There is a need for the Service consumer to also decide on what will be the Critical Success Factor for the service provider. The two parties have to agree on what is expected from the service and see how that can be achieved without transferring the risk to the consumer.
#3 Resource Access as part of customer service delivery risks
In order to prevent these risks, you have to ensure that the service provider has access to all the necessary resources that have to do with the relationship. That means you must make sure that the Service provider has access to all that they need in order to help you. You have to cooperate with them in order to resolve all the issues that you are facing in relation to the service. Using UBER as a case study, the Service Provider must be able to get the customer location in order to know where to dispatch a car.
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