Blog by Service Strategies
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by: Tom Flodeen, VP and GM of Customer Support – Mentor Graphics Corporation
Most of us believe we are great change advocates, but the reality is we also all like stability. Especially when it is stability in our own operation. I have learned over the years that change is often the result of pain. As long [...]
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Escalations are the bane of all service managers and are often a result of poor communications about unresolved customer cases. Keeping customers informed of what you are doing to resolve their issue is key to driving their ultimate service satisfaction. Unnecessary, low value escalations, often times occur when a customer finally gets fed up with waiting for their issue to be resolved or hearing something from the engineer, and escalates their case. These escalations result in higher per case costs, needless interruptions, lower customer satisfaction and frustrated technical staff. So how can you improve customer “Statusfaction”?
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In response to this mounting pressure on service levels, it is tempting to introduce call diversion methods to reduce hold times. These include routing customers to voicemail, routing customer to engineers with secondary skills in their problem area or routing customers to administrative staff to log the case for call back. While each of these techniques and other more creative do at least temporarily to reduce hold times, what is best for the customer?
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By: Greg Coleman, Service Strategies
Since the start of the global financial downturn, economists have struggled to accurately predict what will unfold over the course of 2009. The outlook continues to be daunting for most sectors. Even with the US Government’s unprecedented moves to bailout the financial industry and the passage of the largest economic “stimulus” [...]
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If you are considering adopting industry standards and certification for your service and support organization you are probably deluged by the sheer amount of information, facts, and myths about the benefits of earning certification, what being “certified” means, how to go about it, and why.
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