When we talk about “Customer Service” we are really talking about “Caring for People’s wishes”. From an operational stand point this translates to “order fulfillment” of a public service in the case of government organization or a transaction of a good or service in the case of business. But here is the BIG question that we aim to answer.

Why, in the post internet era, is Customer Service of Critical Importance?

Here is our answer. Today’s organizations, be they government or business, rely heavily on customers for their input (the culmination of their behavior, action, thought, beliefs, spending and saving trends, and in general their lifestyles) as a means to improve performance, competitiveness and ultimately ROI (return on investment).

To access this information 3 things need to be put in place.

• The right Technology Infrastructure
• The right Rapid Response Structure
• The right Knowledge worker with a smile

Here is why,

First customers have come to appreciate technology as a medium for faster and more direct service delivery. Speed and time are the two milestones on which competitive distinctions are made between genuine and disingenuous care (good and bad service). For the slow changing organization it is a hard fact to swallow but technology has raised the service level bar to new heights and so with it expectations. That is why today, anything short of 24x7x365 service is considered “weak in performance, slow in maneuverability and unprofessional in behavior” of organizations that say they care about people.

The second factor to consider is quality; people today expect personalized attention and in-depth product or service knowledge. They want their issues resolved without getting the “internal run around”, and the only way that can be achieved from an organizational perspective is through proper routing of the customer to the most appropriate representative within the organization.

And last but not least the third factor is that people today now pay close attention to the price tag of things. Today customers are no longer willing to pay high prices just because a business or government organization has a high overhead. With technology and increasing global mobility people can now shop around and if a business or government organization is not meeting price expectations they will switch their allegiance by moving to someone or somewhere in the world that will.

At Datamatix Customer Care Institute we are in a position to research the impact of customer care on your business and or government organization and provide key information on the type customer care service people expect from your organization. For information on how we can assist you please click on the DCS service link here