I find myself wondering about this concept more and more, and truth be told I find it disturbing to think that someone stole customer service! I started an IT service business eight years ago, and the most important concept I have learned is, “Working with people is the most valuable trait a tech can posses.” This concept I drill into the minds of those who work for me, because it's a cornerstone I operate from. I often tell my employees, IT service has a simple recipe for success:
1 Quart of Customer Service
1/3 Cup of Technical Skills
2/3 Cup of Patience
Bake for 30 minutes at 300 degrees
On a daily basis I am fortunate enough to work with many different industries, from construction to manufacturing. What I do most often, and sadly do it well, is deal with the technical mess others have created for my clients.
Many consumers and industry operators can agree that too many corporations outsource their customer service. But the simple truth is, outsourced or not, it’s an overall break down in communication and attitude. I agree wholeheartedly with Capitalism but I also believe in balance. When companies grow too quickly, it results in the left hand never knowing what the right hand is doing. A company with headquarters in Southern California cannot be aware of the substandard customer care going on in a call center in India.
Our current news headlines clearly demonstrate that too many businesses have forgotten the principles that once flourished in our economy in times past, “The consumer is King!” It's a sad fact that most overlook things like service in exchange for currency. It has become twisted into a notion of, "Give me currency and maybe I’ll give you service."
If more corporations focused on providing service instead of product, they would find themselves in a more stable position when uncertain economic times arrive. The market is flooded with product, but everyone seems to forget that all products, be they laptops or desktops, walk out of the store in the hands of the consumer! So the next time your computer needs service and you find yourself frustrated on the phone, ask yourself, “Who stole my customer service?”Powered by Sidelines