Companies are not successful in solving customer issues because of several reasons. First, they are not trained to do it. They are taught how to sell products or services, but not how to solve issues. This is an important skill that every company representative must learn right away. This can be through phone, email, chat, social media, or any other method.
The second reason why companies don’t solve customer issues is that they don’t have a process that guides them through issue resolution. Every business should have a clear process for solving issues. FCR is about connecting with customers and resolving their problems at the first contact point via any communication channel, and understanding that the customer’s time is valuable.