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I worked for a company where in the morning I was booked on a flight to
troubleshot issues at a customers site in Switzerland at Midday it had changed to Germany and by the time I went home I was booked on a flight (for the next day) to Florida. That’s
agile customer care for you. The ethos of the company was to adapt your schedules to meet the
customers' need. Indeed the
competitive edge that we had was the fact the we responded to the customers needs and had a well
trained customer support department which was backed up by a test dept, R&D, project managers, product managers, technical sales and even the technical manager and technical director who all had the
ability to visit customer sites with the view of fixing problems. The
agility of all
technical staff meant that the company had a great reputation for
customer service and therefore
won repeat business and experienced
greater ROI year on year, that's got to make good business sense!
I believe that our success was down to two very simple attributes that each member of staff had adopted:
1. We worked hard to be better than the competition.
2. Everybody was
customer focussed.This meant there was very little time for internal company politics and the petty little immature things that causes a company to loose its way.
Success depends on how
agile your customer support is – is it down to a few individuals with the job title of 'customer support engineer' or is it the whole company.
See also: Part#1 Implementing an Agile Frame Work
Very interesting!
ReplyDeleteI really liked what you wrote in here
Also, in my opinion, I would add on your conclussion, that it should include some multilingual technical support to become even more successfull!
Fast and efficient customer support is the primary reason why a company is getting successful and having a huge customer base. Taking care of every customer increases profitability and loyalty, and it can be done with the help of various call centers that excels in customer support.
ReplyDeleteNice Blog, thanks for sharing the valuable information.
ReplyDelete