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Communication and Software Solutions Key to Better Customer Service

TMCnews Featured Article


April 10, 2015

Communication and Software Solutions Key to Better Customer Service

By Dominick Sorrentino, Web Editor


Customers aren’t happy, whether they’re business customers, or consumers. The unfortunate part is that businesses and service providers aren’t aware of this—or at least they claim not to be. In fact, a recent study cited by NACS shows that while only 8 percent of customers claim to have experience “superior customer service,” a staggering 80 percent of business respondents are under the impression that they always provide superior customer services. In other words, it works 80 or 8 percent of the time. Confused? Me too.


There could be a number of reason business clients and consumers are telling very different stories about client satisfaction, a concept called the customer service gap. An article by B2C cites three from a post by NACS: “The Policy Gap,” “The Knowledge Gap” and “The Delivery Gap.” It turns out that remedying each of them isn’t as impossible as you might have imagined. In fact, with software solutions and improved communications, the word “easy” comes to mind.

First on the list, the policy gap is essentially the equivalent of bad communication within a company. Businesses need to clearly outline expectations of customer support and client services. This includes thorough, efficient and proper training, but also reliable and effective policies that help employees offer improved customer service. Unlike pirates, client services needs rules, not just guidelines (or at the very least, really, really good guidelines). It may require a bit more hand-holding on the part of management, but this that’s where software comes in handy.  Targeted messaging communication and mobility makes it easier for project coordinators to share information with specific employees as needed.

Second on the list is the Knowledge Gap. In brevity, this is a matter of businesses not knowing what their clients want. This gap most frequently forms when new products or services are unveiled due to the inability to gauge its reception with pinpoint accuracy. B2C recommends Field Activity Management software solutions, which help reps pool data that can augur clients’ opinions about products before launch. For existing products and services, the answer comes down to one very simple word. Deviating from proper usage of this word is the source of so many business clients’ woes—and much of the world’s woes for that matter.  The word is “communication.” Learn what existing clients expect by communicating with them.

Last but not least is the Delivery Gap. Not all companies deliver on their promises, which can make clients very unhappy. In most cases, failure to deliver is not the result of fibs and half-truths, but rather, bad information. Once again, software solutions come to the rescue. Managers who implement a Field Activity Management solution will have a better understanding of which employees are right for which projects based on previous performance and experiences. In other words, it becomes possible to make the good parts of history repeat themselves.




Edited by Maurice Nagle







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