Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, Technology in business, business
Recently I had a problem with my computer and a virus. I contacted the Company whose antivirus software I had on my machine. After sometime I was connected to a “Chat” line and a technician. After a long time (1-2 hrs) we connected and he did his work. The virus was still there the next day. Repeating the steps Ihad taken previously and again the long wait another Tech. tried to fix the problem. Only this time corrupted my operating system, to the point the computer would not reboot. The call was elevated to two higher levels with no resolution.
I took my PC to my local tech. They reformated the drives reinstalled the operating system and removed the virus at great expense. I had been advised to submit a warranty claim to cover my costs by the software company.
Here is where technology and call centers don’t always work. I retraced my steps to the virus removal support group and got into their call center. After some time they finally admitted that they had no way to accept claims nor no information how to and I should see their web site.
I did that and found nothing, except the telephone number to the world corporate head quarters. I called and asked to speak to a Manager in Customer Service. The operator transfered me back to the original call center and I was cued in line. A repeat call and another transfer to the customer relations call center and cued in line. A third call and I asked to speak to the President and was told “we don’t have his number”! How do you reach a human that can help – you can’t.
These call centers are very good at using technology – ” press one if you want…” etc. Unfortunately if you can not do it yourself and you do reach a human they have no power or information to help.
I firmly believe technology in Customer Service is important, but at the end of the day someone must take the responsibility to speak to the customer. Particularly if the problem was originally caused by their own staff. These large corporations are similar – call centers, offshore, not even in North America. The command of the language is fair at best and they have no power or tools to help when required. They must have at least email addresses where concerns and questions can be sent. There also must be some avenue where customers can make their feelings, comments known to Management. They can not continue to hide behind technology.
Technology and call canters don’t always work and can hurt customer service more then it helps.
Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, Technology in business, business | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Technology in bsiness, Training
Customer Service has always been important, yet Management rarely uses technology available when dealing with Customer Service issues.
Expectations today are higher than ever before. Whether it be for a product or service; the speed it is performed or delivered at has intensified. Then why has customer service has always been important, yet management rarely uses technology available when dealing with customer service issues?
Technology Explosion…
Today we use many “things” to improve our quality and enjoyment of life! .
Not that long ago we counted on carbon paper to make copies. We had telex machines to speed up communications. There were no fax machines.
The development of the computer has come a long way from the large card reading monster machines that filled rooms to small lap tops that hold thousands of files and now personal data machines that are hand held.
Time to move on…
When the question of Customer Service and complaint resolutions comes up there is silence and a scramble for a file folder; hardly 20 century technology. Our daily life is full of pressure to move into the technological age yet most customer service incidents are written into a note book, or on paper and worked on over time. The complaints/incidents may be resolved and then quickly forgotten. Was the Customer happy – maybe? However should that have been the third recurrence of that same problem in the last two or three months no one could tell and it lies waiting to claim another victim.
Perhaps if Management had been made aware, a policy might be changed, removing a barrier from customers doing business. Isn’t it now time to move on?
Cornerstone Management Services has taken the step,, to bring Customer Service and complaint management into the technological era. We moved on by using the computer and the office network to improve Customer Service, through the introduction of our Customer Relationship Management Reporting System..
Complaints are inputted into an electronic database. Allowing for quick retrieval, quick resolution and instant follow up on where complaints maybe in the resolution process. It also allows for easy tracking of past incidents by type or customer and finally gives the performance standing of the resolutions.
Moving ahead reduces costs…
Business processes continue to be stream lined. By becoming part of the technological age – complaint resolution speeds up both in the Office and to the Customer. Customers enjoy better Customer Service and will remain happy to continue to do business with you.
Is the price right?…
So the question for business owners and managers is; can you afford not to bring your Customer Complaint Process into the technological age? Should we not be more reliant on the electronic age? It would appear if one doesn’t they stand to lose Customers and business very quickly. The cost to upgrade is rather small in comparison to potential dollars lost by not., So the price is right!
Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, business | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, increased profit, Increased sales, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
The question that must be asked is: What is more important Customer Service or Office Eficiency?
Many would side with Office Efficiency over Customer Service.Others would vote the other way. Why?
Is this because they do not know what Customer Services is? Or is it because “Office Efficencies” can be quantified while Customer Service is more subjective? Do they understand customer service? Is improving the efficiencies just easier?
One should think these questions through before they place programs in place. I would suggest the real question is… Will you get what you really want and what is it you really want – increased sales?
If increased sales is the ultimate goal. Then will this be attained faster by being more efficient or having better customer service? Perhaps there is a combination of both!
I would give priority to programs that improve Customer Service first but then also improve office efficiencies!
Filed under: Customer Satisfaction, Customer Service, Customer retention | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Each Company has their own methods of trying to attain the highest customer service levels, These may include customer surveys , sales/ service follow ups, clerks who are empowered to look after the customers needs etc.
In your company what do you do to serve your customers needs to the fullest? Give some examples that work for you! Do you have a separate department to look after Customer Service?
Filed under: Customer Service | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Your at a super market or store and the check out person asks: “Did you find everything ?” At which point you anser “No – I couldn’t find this product”. The Clerk looks at you and says nothing. Stores will say this is good customer service. To me its like being kicked in the stomach. Stores teach them to ask but not to finish the job.
What have your experiances been? Have you had similar experiences?
Filed under: Customer Service, Uncategorized | Tags: Add new tag, Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Your customers willingness to do business with you is built on the premise that your satisfying his needs. In other words you are providing him with the level of customer service he desires. Once he finds his needs not being met he moves his business elsewhere! Therefore the general opinion is that customer service is very important to the success of that Company.
Customer Service and the level one gives is driven from the top down. Senior Management ( or the President) must ensure that all aspects of the business are driven by the need to provide the ultimate in Customer Service.
Then why in most companies is Customer Service the responsability of the Sales Director. At the end of the month the President is looking for sales results not improved customer service. So why do we say Customer Service is most important if it never is given the priority it derserves?
Filed under: Customer Service | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
An introduction that will never be forgotten … The individual employee is a reflection of your business. How he acts or treats the customer directly effects the customer’s perception of your business and whether they want to continue to do business with you. The Moment of Truth is the transaction of a good or service. Based on these transactions the customer forms his perception of the support he has received and what he expects.
I was calling a lawyer friend of mine the other night, at his office. I knew he would be working late. It was just after 5pm. I dialed his number and was greeted with the following from his receptionist. “ This is ABC Law Offices – our hours are 8am – 5pm – What do you want?”
I was absolutely dumb founded to the point I said thank you and hung up. If I had been a new client my reaction was to never call them again. I did get a hold of my friend later , told him and told him what happened. I am not sure what happened to the receptionist, other then she doesn’t answer the telephone anymore.
Burlington Ontario
To better understand your customers contact Us
Email or Phone: 905-336-6503
Web Site: Cornerstone Management
Filed under: Uncategorized
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