The difference between good customer service and poor customer service is like night and day. A positive customer service experience energizes you and makes you proud that you selected a service provider that understands your needs and does their best to ensure that those needs are met. A negative experience drains your soul and causes you to bemoan your vendor of choice.
Over the past few days, I have been attempting to resolve an issue with my blog hosting service. During the support process, I had the good fortune of experiencing both ends of the customer service spectrum. I have enjoyed top-notch “I will do my best to solve your problem” service to “Yeah, I know what your problem is. Let me send you an email that has the instructions so you can fix it yourself.”
What makes this unusual (or not) is that this range of customer service interactions came from the exact same service provider for the exact same issue. Each time I called customer service to get assistance with my specific hosting issue, my experience was different. And it all boiled down to the same variable in the equation: the person at the other end of the phone.
From a consumer’s perspective, having a consistent and reliable customer service experience is beneficial. When a customer knows what to expect, the stress of the situation is alleviated. Emotions and effort are focused on the resolving the problem rather than inconsistency customer service.
Take time to standardize the customer experience. Train your staff on supporting the services you offer and provide them with a common set of tools. Give your support staff the opportunity to provide a consistent experience. Once the support structure is standardized, test it to see if there is consistency across the support team. A little extra effort will have your customers will thanking you in the long-run.
Remember, it is not always about “wowing” your customer. Many times it is about getting the problem resolved so we can get back to work. Our time is precious and there is no need to call customer support three, four, or five times to be connected with a support tech that has the knowledge and wherewithal to accurately diagnose a problem and implement a solution.
As the last address blocks for IPv4 are allocated, the transition to IPv6 is looming on the horizon. IT managers now need to understand the IPv6 standard and start moving towards adoption.
To make the transition easier, Tech Republic offers 10 tips for understanding IPv6. http://blogs.techrepublic.com.com/10things/?p=1893&tag=nl.e101
On October 26, 2010, the Sacramento Area Regional Technology Alliance (SARTA) will be hosting the Sacramento CleanStart Showcase. The CleanStart Showcase is part of the CleanStart initiative that brings together top performers in green technology and green business in an effort to develop and accelerate the clean energy technology ventures within the Greater Sacramento Region. The Showcase highlights the businesses that focus on green technologies. The showcase will be held at the California State University Sacramento, University Union.
Green technology is an important part of your technology plan and your overall business plan. You need to take a serious look at green technologies and discover ways to effectively implement eco-friendly initiatives.
For more information visit the SARTA CleanStart website at http://www.cleanstart.org.