Giva Blog

Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Amaze Your Customers-Do The Unexpected

We are all in the business of winning popularity contests with our customers …everyday. This is especially true when customers are upset at your company. Amaze your customers with a replacement of 1.5x the value of what they purchased with product, upgrades or service coupons. Wow, that makes me more than completely whole again!

Figure out how to amaze and delight your customers every time they reach out to you and you will probably endear them to you for more years then your competitors can. Maybe they will tell their children about your great company and products. Everybody loves to tell amazing stories about how well they were taken care of…since it is such a surprise when it happens today!! The good news is that the bar is not very high! Can you can begin to see how this all makes sense. When a customer has an urgent need or they are in a bind, you must dazzle them so they remember what it feels like to be amazed and delighted.

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

Amaze and Delight Your Customers All The Time

When customers are mad at your company, this is your big opportunity to make amends and turn these currently dissatisfied customers into raging evangelists for you. Some companies can earn deep customer loyalty when the tough times come in the relationship. Other companies just seem to mess it up even more. Success or failure depends upon how they handle the situation. You must have a customer service culture that welcomes all hard to hear feedback and criticism. In fact, you must train your customer service agents to ask for feedback and not be afraid of it.

If your company did wrong, the customer service department should be the first to know. The agents should be coached with a script so there is a consistent message.  Every related phone call should begin with a heartfelt apology. Are you more or less likely to forgive a company that proactively takes full responsibility for short comings? Also, your company should consider immediately reaching out to customers before they call. This is not the time to think about minimizing costs. Your company must think about making an investment to win a popularity contest. You must think, "Amaze and Delight!"

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

IT Help Desk & Customer Service Best Practices?

To improve, an organization must assess its current practices against those used in other organizations, or "best practices".  Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations. However, best practices are dynamic, evolving over time to adapt to changing needs. Periodically, new methods, models, and technologies arise, augmenting or replacing the existing best practice with a new one.

I am going to be writing about Help Desk Best Practices based upon the following three authority sources: the Information Technology Infrastructure Library (ITIL), the Required Practices for Organizations (BS15000) and the Help Desk Institute (HDI) Best Practices Standards for Certification.

"BS15000 provides a baseline against which the internal IS organization can demonstrate to the business that its service delivery processes represent "Best Practice" and are performing well". Gartner Group

Help desk organizations must assess their competencies, find areas for potential improvement, and grow. A list of Help Desk best practices that can be implemented and used in help desk software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when. Balance each potential change in a practice, procedure, or technology with a cost/benefit analysis.

If you would like a white paper on this topic please download it at:

https://www.givainc.com/white-papers/help-desk-best-practices.htm

Is this interesting information? Please share your thoughts. Thank you!

Reward All Customers Who Complain-Customer Loyalty

Read this only if you are interested in really changing the way you think about creating customer loyalty. Pick up any customer service book or listen to any lecture and you will be told, "Rule 1: Listen to the customer, Rule 2: See Rule 1". If every customer service manager knows this, then why is there a disconnect? Ask a few friends how they felt after the last time they interacted with a customer service department. You may notice that they first give you a scowl before a word comes out of their mouth.

Most companies view the customer service department as a necessary business evil. Their goals are simply just to meet expectations. With such a low goal, they usually miss the mark by a wide margin. They think and act like customers only call to complain...as if that's a really bad thing. From the perspective of companies, the whole customer service experience is framed as a trying to minimize the negative. Companies do not capitalize on the fact that an interaction with a customer is an incredible opportunity. Your customer paid you money and now they are giving you some of their valuable time. Sure, they may have a beef that they want solved on the spot. If you are smart, then you will solve their problem or present them with a plan to solve their problem. If you can do this with some success, then you have an opportunity to leverage the customer initiated phone call.

Do you want to read more about this? Let's us know. Thanks!!

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

 

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Client Success

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  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
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  • Increased to 90% achievement in meeting service level agreements
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  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
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  • 60% increase in meeting service level agreements
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