Are You Settling For Bad Customer Service?
As a customer, you should always require the right answer. You should always require an explanation to help you understand and confirm you are receiving the correct answer. Good customer service seems like a pretty simple thing, so why isn’t it? The evolution of customer service is happening, regardless of what industry you work in. The rate at which IT VARs and Consultants adopt and adjust to new customer service standards is purely up to them. The level of tolerance you have with your chosen partner is purely up to you.
Companies have lost sight of the importance of human interaction and often make it too difficult for organizations to get the right level of help and service they need. How frustrating is it to be on the phone pressing zero for the operator and nothing happens? There is no human to save you from the bad interactive voice response system, no matter how many times you try. Most people would rather solve a problem by interacting with a person, not with more technology that frustrates them.
Hasn’t technology made our lives easier in so many ways? One thing is clear, it still remains a problem for many companies who rely on less than ideal technology environments to service customers. One key to a successful customer service experience is being offered many options for ways to contact the help desk. You should be able to dial in for help and always reach a human. You should be able to email or go online and fill out a help request form and an automated system should contact you back letting you know your request was received and what the next steps will be. Good customer service gives the customer the choice to receive help in the best way that fits their needs.
Your problems do not only happen five days a week, eight hours a day. Do you require fast responses at night and on weekends? You need to consider what your needs are and make sure that you are choosing an IT partner that can fulfill those needs and are aware of what you require. Not properly communicating your needs or working with a partner that can’t meet your needs is only harming both your organizations. Today’s customers have choices and they don’t need to wait for a company to get their act together. If you are not satisfied with a product or service provided, you should be looking for a new place to spend your money.
You have a right to ask what tools your IT partner is using for customer service and help desk. The sophistication and age of their system should help give you a clue as to what level of customer service and response time you should be seeing. Do not settle for less than what you deserve. 2W Tech is an IT Consultant and has spent time and money ensuring our clients will receive the highest level of help desk support possible. Contact us today to find out how we can help.