Customer Service Process

The Importance of Customer Service relating to Service Ticket Requests

Hey team, something that is very close to the heart of Procision - and one of it's CORE VALUES - is to "Deliver Excellent Customer Service". We are not saying that we 'exceed expectations - or 'blow customers socks off' or create 'raving fans'. We just want to deliver excellent customer service - and MEET expectations. To accomplish this - the number of times you reach out and 'touch' a customer during the transaction of providing IT Support (Customer Service), is really critical to the expectations of the customer. Why is this important? Well - when nobody is communicating or if they don't see an email - the assumption is that 'nothing is happening' and we all know it, and we experience that in our own lives when we visit a retail store, or buy something online. If there is silence at the other end - you immediately become suspicious and unsure of what is going on. Do you know what I'm saying here?? You get it - right?

I always remember this saying, "When Communication fails, abnormality sets in" - Dr. Edwin Louis Cole. This is amazingly true. Within a matter of minutes sometimes - the customer is wondering what is going on - and so efficient (very tight time frames) and regular communication is paramount to the satisfaction of the Customer. MORESO, the true satisfaction DOES NOT COME from you actually fixing the problem - but rather - your communication FIRST, your resolution SECOND, and the last part is the follow-up (Third) making sure you document that issue, and its resolution. Quite often we've all fielded those calls "This happened last week - don't you remember? And how important is it at that point, that you can re-assure the customer (instilling confidence) that we have fully documented the last situation.

I've written a Process flow below, that I like to call the 'Cycle' because the true journey for the customer, should be a series of 'touch points' that are positive in their response. From the time they reach out to us (or we reach out to them proactively), to the time they get the bill for our work - we want to reinforce 'positive' communication. We need to see in the customers' situation - that contacting us for IT support is seen by them as a 'negative touch' in most cases - because something has gone wrong for them. The only other 'negative touch' for them - is getting the invoice. So, if the only two times they hear from us is when they log a fault, and when they get an invoice - then it's ALWAYS negative touches. This is a bad, bad situation for us - because the customer will eventually leave. So - we need to make the number of 'positive touches' outweigh the negative touches. We do this through 'happy smiles', effective, brief, connections along the journey. (At the beginning, in the middle, at the end (resolution), and again a few days later when we close the ticket, as a follow-up. By this point, they are now happy to get the invoice for the work done.