Nowadays, employees work different hours and are located at different branches in different cities, states and even countries. They connect to the office from home or outside the office. With that said, there are several channels that customers will use to communicate: phone, email, live chat, social media, and, of course, good old-fashioned snail mail. Quality customer service means being there for your customers when they need you and to be able to respond quickly through all of these avenues to provide a superior experience.
Some people might say that your core competency such as knowledge or skills is the greatest marker. That is true. However, as a professional service company, knowledge and expertise are considered as standard components of the business. It is the immediate response times that separates you from the competition and will also take the customer service up a notch and show repeat customers that you’re always there to answer questions and resolve their problems.
It’s been proven that 90% of customers rate an immediate response (30 minutes or less) as “important” or “very important” when it comes to answering their questions. We all are under the gun to meet deadlines and deliver what is expected of us. Without functioning technology (computer, internet, email, working application, printer, scanner, etc.) these tasks would be difficult and frustrating.
Every business has developed their own ways of responsiveness and some following their industry best practices. For example, in the IT industry, Managed Services is designed to monitor and remedy the network before a problem arises. Another practice is allowing customers to have several ways of getting in contact with you. These include: Email support, dedicated support phone numbers and talking to a human vs. a machine.
Having qualified technicians with different levels of expertise available to answer the tough questions is also key. Having databases with solutions to similar problems experienced by the customer. Although there are many more tricks in the bag, the idea is utilizing all the resources to improve the response time.
Lastly, the most important thing is to have a culture that believes in providing superior customer service and wants to hone it in at every step of the way to create a Wow experience. (A popular Buzz term. When a customer experiences WOW, you are giving them a pleasant surprise. You are exceeding their expectations. You are addressing their needs thoughtfully and in unexpected ways. It is an expression of your authentic interest in the person who seeks your services, not just in the transaction. )
At CEO Computers, we have over 32 years of IT Experience and 100% customer satisfaction. A customer focused company that makes sure the customers are treated fairly and respectfully like a family member. We are very appreciative their business and years of friendship. Let us provide you with the same superior service. Contact us via email info@cecomputers.com or call us at 818-501-2281.
