Systematic Order
Everywhere we go, we’re subjected to a set of rules. In school, on the road, even our own household has a set of “guidelines” that we try to follow, in the hopes of putting a bit of order in a potentially chaotic life.
Take city traffic, for instance. If traffic lights and other road rules weren’t in place, rest assured that everyone would go about his own way—other motorists and road mishaps be damned. Thanks to such rules, however, there is (supposedly) a “systematic” flow of vehicular and pedestrian traffic.
Your fast-growing auto parts supply shop or an apparel store can likewise learn a thing or two from this system. One way of putting some order in your Order Taking Customer Service, for instance, is to have a questionnaire of Order Fulfillment Form that’s easily accessible to all customer care reps, no matter what “channel” they’re handling—voice calls, live Chat, or in-store. While you’re at it, your website’s customer contact form should likewise contain the same questionnaire.
And make sure to have a process flow, which everyone is familiar with. This way, Order Taking call center reps can simply follow procedures for faster order processing. Moreover, it makes it easier to troubleshoot, if anything goes astray with Mr. Sanders’s brake pad request, as they can easily retrace their steps.
So why not put some order in your system. It could be a welcome break from an otherwise chaotic world.
