The Customer Service you should EXPECT from your IT provider
The GREAT customer service is no longer an option in most industries, unless you sell water in the Sahara Desert and you simply don’t care due to absence of any competition. Most of us, however, live and work in the very competitive environment on the daily basis and as we are running into similar products and services with similar qualities and benefits, we have to make the choice with whom should we do business with. So what makes us go to that specific convenience store or bank, even though there are many other stores and banks in the neighborhood? Why do we choose where we shop, eat, and service our cars and computers? Why do we go online and read customer’s reviews and comments when we are thinking to book a vacation or place a reservation at the restaurant? The answer to all these questions is the same- CUSTOMER SERVICE!
I believe GREAT customer service brings up the value to any product or service offered. It is the only component in your business that you can have direct impact on right away by not spending a dime.
Here are the main components of successful customer service experience:
- Knowledgeable/Friendly staff
1. Friendly Staff
The #1 component of the GREAT customer service is your staff. Who you hire is imperative for the retention of long lasting successful relationships with your customers. Obviously you want your staff to know and understand the products and services the business offers, it is something that can be taught. The most important aspect here though is the friendliness and sincere interest your staff must deliver when they converse with your customer. I am sure that I am not the only guy out there, who has experienced robotic response from a “service” representative in the calling center. Think about how it makes you feel, when you talk to a live customer service representative and they just read the same script over and over again with no help to your question- because the script for your question has not been yet written. That is where you get lost in the calling tree, and nothing gets resolved. To avoid such experience by your customers hire the right people, have fun and love your customers!
The #2 component of the GREAT customer service is the consistency. Think about how your staff answers the incoming call? How do you or your staff handle problem resolution and follow up? Is there a process in place to record or notate the conversation with the customer? Consistency is the key to a successful relationship with your customer. The way your staff answers the phone shows what kind of company you are. Don’t you hate when after being on hold for 10 minutes you have to explain the issue again, because no one has followed up with you from your previous conversation 2 days ago and did not take notes during initial dialog? That is where the consistent note taking and follow up should take place in your organization. I recommend that you have client relationship management software in place for staff to keep track of issue resolutions, or at least insure that your staff keeps track of their notes. The consistence in the customer service delivery is the core of your success with being GREAT.
Proactivity, I personally believe, should have a whole separate blog written about it. For now, however, the main point of proactivity is to show that you actually care about your customers. In my most recent discovery meeting with a prospect, I heard something as such: “Our current IT provider did not notify us of when we should renew our software license.” Please try not to have such statement from your customers, because this is an example of how NOT to be proactive and caring for your customers. Being there for your customers and preventing problems before they happen is why these customers are still coming back and you are in business.
TechGen’s philosophy of GREAT customer service is being knowledgeable, friendly, consistent, and proactive. We dedicate ourselves to deliver the best in class customer service to all of our clients, and we are proud of it. Customers/clients are the people that invest in your business growth, and GREAT customer service will help their retention! Tell us your story and never hesitate to contact us with any questions, comments or needs!
All material Copyright © 2012 TechGen Consulting Inc. unless otherwise noted.