Customer service teams try very hard to please and placate customers; to contain issues before they escalate to the point of looping a manager in. Which is why Tesla’s recent move is unusual. The innovative company is now giving consumers the option to escalate issues directly to a company executive. Find out why this might just be a brilliant move!
“GET ME YOUR MANAGER.”
The four words that elicit a collective shudder from customer service reps everywhere.
Customer service teams try very hard to please and placate customers; to contain issues before they escalate to the point of looping a manager in.
So Tesla’s recent move is unusual.
The company is giving consumers the option to escalate issues directly to a company executive.
HANDING OVER THE KEYS
This update comes at a time when Tesla is gearing up for its next big thing.
The company has received 400,000 pre-orders for its new Model 3 and aims on shipping all orders out within a 12-month period.
More owners means a higher volume of inbound inquiries. And we can only expect that there will be some people who abuse this escalate feature because it’s the quickest and easiest way to get an answer. So what was the Tesla team thinking when they rolled out this update?
It takes 12 positive experiences to make up for one negative experience.
In the past, Tesla has struggled with a number of customer service blunders that have landed in the press. One car owner claimed that the company went darkafter promising to help with a repair. He emailed and called but never heard back. The owner eventually filed a lawsuit against Tesla.
Other customers have pointed out that Tesla service centers are not as well distributed as they would like.
By doubling down on online and social support, Tesla is letting owners take control of their own customer service experience. Owners can choose when and where to ask for support. They can even choose who they’d like to hear from.
This control pays off in the long run. Loyal customers are worth up to ten times as much as their first purchase.
With Model 3’s base price at $35,000, loyal customers can be worth an upwards of $350,000.
CEO AND CHIEF CUSTOMER SERVICE REP
CEO Elon Musk has been leading the charge on Twitter.
A quick look Musk’s feed shows you that he regularly listens and responds to Tesla owners. In fact, Musk was seen replying to customer inquiries just a few weeks ago.