A few days ago launched the ninth season of the RTL jungle camp "I'm a Celebrity - Get Me Out of Here". Just as the candidate for the television program feel from time to time customers experiencing bad service.
Annoyed looks, no naughty or answers, excuses, delaying tactics to perfection - these and similar situations are all too often exposed to customers. In the following contribution the PMCS-helpLine software described group, as a professional customer service management company resulting in better service and greater customer satisfaction.
An old business wisdom says: "The seller sells goods for the first time, the service employee sells the goods for the second time." This means in practice that a service technician can make it through a false note or poor working every effort distribution abruptly niece,
Organization is everything
It often depends not on staff, but on the organization of services in the enterprise. Software solutions for Customer Relationship Management can help optimize their quality of service enterprises. So following five service experiences that drive customers away and recommendations on how companies can do better.
1. The classic: Too long waiting times at the service hotline
According to a recent study of "Statesman" is the waiting time for clients on the hotline on average 1 minute and 56 second. Still always but there are companies that their customers at the other end of the line up to an hour simmer (Source: NDR broadcast "Market" dated 02.18.2013). Or the call is forwarded only two times to find the right person. A safe procedure, to move customers to hang up (or surrender).
Better: A Customer Service Management solution with integrated routing automatically finds the correct agent - even across departmental boundaries.
Criteria for routing, for example, be the subject area of the requester or a related product, but also its location. So the customer has the right contact person or the same expert on the line.
2. Poorly informed service staff
They are available: Service employees who have no idea of the products that they sell. Thus they avoid questions because they do not know the answer. The customer feels led around by the nose.
Better: for service centers, it is advisable to use a knowledge base of FAQs. There service employees can access all the needed information.
Resources can be found quickly and with exact, standardized answers to customer questions. A professional solution for customer management such. The Serviceware of PMCS-helpLine allowed also be that their own processes within the system knowledge databases continuously maintained and further developed.
3. Poorly prepared service technician on site
The technician comes by to repair a customer about a defective machine and don’t have the necessary documents with the technical requirements. He must once again go to the center or to investigate details in his employer laboriously over the phone.
Better: The service engineer has all the important information about the order on his smartphone while. This is made possible with a mobile Customer Management Solution (Field Service Management), which provides him with all the details, such as technical data on the machine, already completed work or special customer requirements. So the service employees can come in no more blunders.
4. For a wide disparity in the quality of service
The last time the job was done one-A, the second time the service quality is poor and a customer is dissatisfied.
Better: In order to provide a consistent quality, all service activities must be standardized, traceable to analyze and. About a solution to the customer management with reporting and analysis feature allows you to create and identify opportunities for improvement reliable reports.
5. The worst case scenario: Service contracts forgotten!
Companies are still working in some cases with Excel lists or even labels to manage their service contracts. This often leads to the fact that service orders are processed late or not at all, because the clarity is lacking.
Better: In a customer service management solution as Serviceware all service contracts for each employee are centrally visible and the status available. In addition, the system sounds an alarm when the deadline is approaching a service order.
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