Support service Tips: Make it count start with a Welcome Ticket

Glad to recall one fine line from my recent discussion with a close friend “Service Sector is going at a very rapid pace”. I complement my friend’s view, recent trend is “consume on the go”. Following simple analogy will explain the trend

“Not ready to invest in kitchen and utensils, but i need food whenever i ask for”, in business terms “No CAPEX and no extra OPEX but product should be of high quality”

There has been too many new business evolved around the concept of Support Services. Back bone for support service is correct solution at right time, presented in a language that customer comfortable with. Every company calls themselves “Quality Support Provider” not every one are able to act to it.

Critical period of support service sector is Transition, during this period for a very first time customer is experiencing your service. Every move from you should be very cautious. Critical transition phase has unexposed elements like experience of the past, better experience of the past is more devastating than the bitter experience. Because no customer can live with less help than what he/she been used to it.

• Clear Understanding of How the account have been handled in the past is Vital
• Do not let the customer ask for Support – Sense the incoming “proactive approach” is required
• Not meeting the expectation opens the exit door anyway
• Make sure few drills are carried out before starting real time customer support service

My recent experience with one of the support company provoked me to define what is required in service industry. No doubt support services are the way to go, the one who does it with well defined process will have right perk.

Thanks for the opportunity meet you all again in another Learning Blog.

Happy Learning!