If you ignore how your “help desk” or “call center” is performing, you are depriving your company of its potential and keeping its customer experience from being the best. By identifying problems as you receive them, resolving them efficiently and quickly and then attempting to eliminate them, all of your future customers can avoid the problems. They will never be impacted by what you once called a problem making a significant impact on your service and company. These customers, from hospital staff and retail employees to external customers communicating with you from their own homes, will never feel like your company wasted their time or let them down because they will have no idea that the problem ever existed. That is the power of Service Desk Consulting from Netfor.
If you aren’t dealing with your company’s customer service and support problems head on, the perception of your brand will suffer. Internally, staff will have little trust in how management handles problems, leading to poor morale and a lack of respect for your brand. If external customers are dealing with the same issues day in and day out, they will not be happy about their experience with your brand.
One of the most common situations we hear about when we start working with clients is that they have been asking service staff to do their regular jobs in addition to answering phones or customer emails. The result is that they aren’t able to carry out either responsibility as well as they should or want. If you ignore how your “help desk” or “call center” is performing, you are potentially compromising your labor force. If you have full-time employees tied to this “help desk” or “call center,” are their talents being wasted on juggling core work and customer service contacts? When you have an increased volume of problems due to a service outage or new product release, is your labor force equipped to handle the job? Or will their performance in this kind of situation fail to live up to your standards and worsen your customer experience?
Real-World Anecdote
You and your family are moving across the country so you can take a new job. You’ve spent weeks hunting for the perfect house, packing boxes, researching moving companies and gearing up for the big changes in your life. It would be easy to get carried away in your own immediate needs, but your son Charlie just finished his seventh grade year and will be starting at a new school very soon. You know that this big change could turn into a major problem if you don’t consider his needs. To help ease Charlie’s transition, you have been open about why you’re moving, what this means for the family and how the move will happen. Charlie helped organize a moving sale before you left town and toured his new school prior to the first day of class. While he was still nervous about the changes, your open communication and encouragement to get involved have helped him tremendously. If you hadn’t dealt with the change and all its repercussions head on, Charlie’s reaction might not have been as easy for him or you.
