offstage channel switching

English translation: changing the (offstage) means/venues of communication/interaction

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English term or phrase:	offstage channel switching
Selected answer:	changing the (offstage) means/venues of communication/interaction
Entered by:	Yvonne Gallagher

14:41 Apr 2, 2017

English language (monolingual) [PRO]
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English term or phrase: offstage channel switching

Hello everyone,

The chapter in the book is titled: The Playbook for Hugging Offstage Haters

"Offstage haters select a particular channel because they believe it’s the best and most convenient way to get a problem solved. It’s a strategic choice and customers mentally evaluate their options and choose to call or to e‑mail. So when they interact with a business in their preferred channel and are told that they have to use a wholly different channel to actually get the answer they seek, frustration bubbles over like a diet soda poured on a turbulent flight. If customers contact you in a venue of their choosing, you should do your very best to answer their questions and provide assistance in that same venue.

Research chronicled in the Harvard Business Review shows that 57 percent of customers contacting businesses report having to switch from the Web to the phone, and 62 percent report having to repeatedly contact the company to resolve the issue.

Customers hate offstage channel switching. More than one- quarter of all customers say the most important element of good service is getting their issue resolved in a single transaction. That’s more important than accuracy and politeness."

In his book the author uses the term off-stage haters/complainers to mean people who complain privately, i.e. over the phone or e-mail. And he uses the term "on-stage haters/complainers" to mean people who complain publicly, i.e. on the Internet (Facebook, Twitter, review sites, etc). In the same way he uses the term off-stage/on-stage channel (means of communication/interaction).

But what does offstage channel switching mean? Switcing from an on-stage channel to off-stage channel, or vice-versa.

Thank you.

Mikhail Korolev KudoZ activity Questions: 2414 (none open) (10 closed without grading) Answers: 130
Local time: 13:10

changing the means (veues) of communication/interaction

Explanation:
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Note added at 8 mins (2017-04-02 14:49:29 GMT)
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oops clicked too fast! VENUES

Customers make a "strategic choice and ...mentally evaluate their options and choose to call or to e‑mail"

so, businesses should respond by the same method or in the same "venue" as otherwise customers get annoyed and frustrated.

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Note added at 10 mins (2017-04-02 14:51:39 GMT)
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customers say "the most important element of good service is getting their issue resolved in a single transaction" so if a company wants them to switch fro phone to email or vice versa it will take longer to get their issue resolved.

"If customers contact you in a venue of their choosing, you should do your very best to answer their questions and provide assistance in that same venue."

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Note added at 13 mins (2017-04-02 14:54:34 GMT)
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62% complain of having to contact the company repeatedly...not good. So, if they phone, resolv e the issue there and then on the phone ( one "venue") or if they complain online (another "venue") deal with the issue online rather than getting them to switch "venues"

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Note added at 3 hrs (2017-04-02 18:33:40 GMT)
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KLP I think "offstage" is included to distinguish between the types of channels used. These channels (phone/email are the two mentioned) are offstage rather than "onstage" (presumably like Twitter/Facebook etc. where other customers can see what's going on and perhaps join in/get involved)

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Note added at 1 day2 hrs (2017-04-03 16:47:54 GMT) Post-grading
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Glad to help

Selected response from:

Yvonne Gallagher
Ireland
Local time: 11:10

Grading comment

Thank you, Gallagy.
4 KudoZ points were awarded for this answer

SUMMARY OF ALL EXPLANATIONS PROVIDED

4 +4

changing the means (veues) of communication/interaction

Yvonne Gallagher

Discussion entries: 1

Answers

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peer agreement (net): +4

changing the means (veues) of communication/interaction

Yvonne Gallagher
Ireland
Local time: 11:10
Specializes in field
Native speaker of:

English
PRO pts in category: 659

Grading comment

Thank you, Gallagy.

Notes to answerer

Asker: Thank you, Gallagy!

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