Making Good Customer Service Great - Business and Technology + ...

Making good customer service great? Although the differences are small they are often more important. If good customer service is about meeting your customers? expectations time after time then great customer service is about exceeding your customers? expectations every time.

Great customer service is more than offering commodity differentiators; price and delivery. Great customer service means dealing with customer queries and complaints with the same care and attention to detail as you would quotations and orders.

Most organisations have sound systems for handling order related data and procedures in place to ensure that goods are delivered to the customer when required (remembering that those organisations that can?t manage to do this much for their customers don?t tend to survive for too long these days) but fewer organisations have the systems in place to formally accept, manage and track ad-hoc queries and complaints. Many tend to use spread sheets and email to provide some basic control and reporting.

Look to the computer industry

As the IT industry has learnt, help desk software adds significant value to the process of supporting users of IT services. For great support you need to look to the best help desk system, allowing for incidents, change requests to be tracked, logged and managed. By providing a rich audit trail for each recorded incident and resolution, the help desk database can be mined to show trends and the driver for continuous change and improvement. Of course the same principals and supporting systems can be applied in to customer service in your organisation.

Managing Customer Queries

If your organisation invites, queries and feedback via any medium (but especially via the world-wide-web) then help desk software can help ensure that every single response is not only captured, but can be assigned to a customer service team member and then tracked through to resolution. Some of the benefits of having the data available can be used in many ways, product documentation, faqs and even product development.

Dealing with Customer Complaints

When dealing with complaints, the old adage ?the customer is always right? is never truer. An unanswered complaint can be the most frustrating issue for a customer. By introducing help desk software complaints can be logged, assigned and tracked consistently and accurately and this data can be used to spot problems before they grow out of proportion.

Conclusion

By having more formal, qualitative processes in your customer service organisation help desk software can help make good customer service great because it enables your customers to communicate with you via the world-wide-web or email as well by telephone, fax or letter with the confidence that their query or complaint will be recorded and dealt with. In order to handle queries and complaints effectively and efficiently a good help desk system system is in order. By adopting service levels such as low, medium and high you can ensure that day-to-day processes are not unduly disrupted to deal with customer queries.

Source: http://www.itecodeclaration.org/making-good-customer-service-great/

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