Cornerstonemanagement’s Weblog

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!