Service-Oriented Architecture and IT Service Management Are Keys To Success in the Recovery
face=Calibri>SOA and ITSM
One
bad customer experience can cost you that customer for life. Hospitality,
travel, retail, healthcare, and financial services are especially prone to
losing customers who have a negative experience. It does not take much for a
customer to decide that you and your company are not worth his time, effort, or
money.
height=20>
src="http://www.itproductivity.org/buttons/Sample.gif" width=56
height=20>
Customers
like to feel loved, and they are turned off very quickly when they sense that
you do not care about the pain they are feeling. Even if you cannot help them
because the situation is beyond your control, acknowledge that you understand
both the situation and their frustration.
vspace=5 align=right src="http://www.itproductivity.org/images/itsm.gif"
width=85 height=110> No
customer wants the person serving her to be distracted or preoccupied. Ever go
to the local mall and try to get help from a teenager focused more on texting
her friends than helping you find what youre looking for? On the other hand,
being too focused can be a bad thing. Have you ever asked an innocent question
out of curiosity and then found yourself stuck for an eternity while a customer
support person hunts endlessly for an answer? This person is likely so focused
on getting the answer that he does not realize that you really do not care that
much about it and would rather not wait for an answer to an inessential
question. Be sure your people understand the degree of focus required for the
job.
Even
if the employee has the right skill set and experience, his odds of being
successful and remaining on the job are low if his core behaviors and tendencies
do not line up with those needed for success in that particular role. This is
especially true for customer-facing roles in which your frontline employees act
as extensions of your brand and heavily influence the customer experience.
Leave a Reply