Customer Service || Focused field for next five year business

During this unexpected pandemic situation globally business strategy has changed a lot. Different MNC and big conglomerate are thinking about their next five years business expansion process considering priority development areas where they have to look after keenly in order to obtain planned profit gain. In a dependable survey among customers it is found that most customers’ focused fact is Customer Service. Major customers’ behavior as a long lasting product consumer depends on Customer Service first rather than product price or quality.

Actually customer is the king. So any company or organization should take round the year customer engagement programs targeting happy customer service.

Unfortunately in our country most the big conglomerates don’t like to invest on after sales activities as much willingly as they usually do for before sales activities. But for long time business plan now a day’s most of the world class top brands focus on after sales activities. Because they realize that to get everlasting profitability existence there is no other option than happy customer service.   

Management expectation to the team “After Sales Service”

 In every business, generally management’s expectation is profit. It is very natural as all the financial hit is carried out by management so there is no alternative of expecting profit in business. Most of the sale driven companies give priority on sales, because it is the direct profit center whereas after sales service team can work as indirect profit center. Actually efficient and cost optimized after sales service can be recognized as cost savings tools of company.

Now question is how it works to get output?  Very first step of improved after sales service is to ensure Repair Turn Around Time (RTAT). There must be a realistic target what to be achievable considering relevant circumstance. Repeated service must be avoided. Use of replaceable parts is to be optimized. It’s only possible when technicians’ repair skill and knowledge is to be outstanding. And one important thing is to keep honest diagnosis reporting.

Comparison data analysis is a must to take actual development decisions in after sales service what may help to do efficient cost optimization and act as like indirect profit center.

In Bangladesh, one of the winning after sales service team is Service department of Butterfly Marketing Ltd. (LG-Butterfly) who did above KPI comparison analysis and does it regularly to be more improved.    

It’s all about team work. Without combined effort nobody can expect success in after sales service.    

Customer Service KPI || RTAT and Ratio of repeat service

Generally, most of the hectic customer is seen in after-sales service what is one of the most important branches of customer service. It’s such a working area where customers never allow the service team to do work a long time along with repetition. So it’s an obvious need in after-sales service to complete service work as soon as possible keeping the highest quality, as it will help to avoid repeat work within a short interval, in order to ensure a happy customer experience.

Customers get a happy experience when the service team works properly. To judge the progress of service work evaluation is also very important. Repair Turn Around Time (RTAT) and Ratio of repeat service are the most effective KPI here to do an actual evaluation of service work as RTAT is related to work completion time and Ratio of repeat service can portray the quality of service. 

Targeting to ensure proper customer service in Bangladesh, Butterfly Service Department (LG-Butterfly) is trying its best to be more improved day today. As per the last two months KPI evaluation, it is clearly visible that the team has shown remarkable progress in RTAT and the Ratio of repeat service.

We can give big THANKS to them along with their management.

Good luck.  

 

Service Super Heroes

 It was a sunny day in mid July when the sun usually tries to burn our skin with his maximum heat & shine and we, people, become very much anxious & do pray always to almighty for rain. In such day it’s very tough to anyone to go outside without umbrella or any other protection over head to avoid unbearable heat and disgusting sweating. But anything from nature could not stop Mr. Nahid, who is a Refrigeration and Air Conditioning (RAC) passionate technician, to service his duty when one hour back he came to know an old aged customer who was facing unexpected suffering in this hot humid day due to malfunctioning of his Air Conditioner (AC). A true technician Nahid reached the customer premises without delay and at first he checked indoor unit inside customer’s room and then went to roof of a 15 storied building where outdoor unit was kept at 12^th floor hanged outside.

 Mid day sun burnt the dedicated technician’s body as if he just had finished his bath by unbearable sweating. No leaves were moved. No cloud in the sky.  Sudden breeze seemed as hot air created from burner! All moving vehicles and passerby at road looked like small doll from the top of that multistoried building. The man who has weak heart never thinks of working by hanging at such high rise building! But duty is duty. Customer is the king. As a customer service brave warrior Nahid has the responsibility to satisfy customer targeting to achieve happy customer experience. And he did it. Using safety belt he claimed down from roof to do repair work for Air Conditioner (AC) outdoor unit ignoring all unexpected obstacles from nature and environment.

 This is one the example of winning stories of RAC technicians.

Actually various field technician take different challenge to ensure happy after sales service. Even sometimes they bet their life to get happy smile of customer though they take safety measures during work. Air to wind, pandemic to ferocious nature & environment –nothing can stop service warriors to do service work. Their only motto is to satisfy customer. If customer is satisfied, then company sale growth along with band value is increased.

These hard working technicians are our real life Service Super Heroes.

Best wishes to them.     

Team Management in After Sales Service

After sales service is such a branch of customer service, where team management along with synchronization is very much important & essential rather than other branches considering fact and figures of business environment and practice as the footfall of angry & impatient customer is a regular scene here.  

Here customer service manager should play the role of striker heading to achieve expected customer experience. First of all, information flow is a must need. What is the actual demand of customer? How to achieve smiled face of them? Expectation of customer should be flowed without any type editing from technician or junior execute level to management level to get satisfactory quick solution. If manager can keep deep bondage with team and is open for all to listen then there would not be a blockage of information flow actually and timely. To reach out the goal, manager should keep in touch with team top to bottom practicing regular team meeting, problem tracking and regular effective result oriented following up.   

A customer service manager can expect to be successful when he or she to be a leader first not boss for his or her team. Manager should have mind of work to reach in deep of problem in order to do proper analytical research and to show problem solving attitude. A good customer service manager should not have an attitude of only forwarding problems to subordinates without guidance.

There is no customer service problem in the world that has no solution. So, we have to sit, we have to discuss, we have to work together as a team, and of course, we have to do on time escalation to management.  

Team management is better when team engagement is best.

And obviously it’s a must need to ensure expected customer experience through happy customer service. 

Service is Thanks Less job!

Those who have established their careers in customer service know very well as, ‘Service is Thanks Less Job!’ The statement is truer in the field of after sales service. Actually when a product doesn’t function properly and customer faces lack of fill up of his or her expected demand from it during emergency or regular time of life what mostly helps them to lose their control on anger and insists to come respective company service center with gloomy face! At this situation, service staffs get the chance to show their skill to handle angry customer following three P tools, i.e. Polite, Patience & Practical. 

It’s a common scenario that the customer who already got previous several times happy service for various products at various times, but when a new product of him or her needs service generally he or she forgets previous happy service moments and most of the times gets busted into anger for present need. At this situation service person have to be more practical taking on demand decision to keep control inner patience showing polite behavior with customer saluting maximum respect. As a result service person can win the heart of customer. 

Most of the service professionals have the experience to be rebuked by management or customers for single service issues though they have already ensured happy services for a lot of thousands customers. It’s a hard truth. Especially in economic dull season when sales team fall in a deep pressure to achieve sales target of products, usually that time they blame after sales service as one the reasons to miss sales target though most of time, after investigation, generally one or very few actual service issues are found among thousands of happy services what’s ratio is truly negligible. 

 Whatever the situation is duty is duty. Responsibility should not be avoided. A real professional honest hearten customer service professional should not wait for ‘Thanks’ always. If he or she can complete his or her task as per customer’s expectation then there will be no lack of ‘Thanks’ in life!

Customer Service || Importance of System Automation

Now-a-days system automation is a must need to make our life easy. In customer service it’s also mandatory to run operation through automated system. The system should be incorporated in such a design as to cover end to end communication. It means from starting as customer complaint receiving to service delivery including invoice generation, inventory management, billing and ending happy calling to customer to get service review to find development area. There are lots of developed tools in this world to be used in order to do system automation and big data management. Server based ERP (Enterprise resource planning) is mostly used. But now cloud based ERP system is being popular those have various modules including sales, service, accounting, billing, logistics, compliance etc. The company or team who can actually utilize properly ERP with a most user friendly, accurate and transparent design, have possibility to win customer faster than that of others. If CRM (Customer relationship management) module is integrated in used ERP with expected customer, product, parts etc data flow than system automation may be successful easily. Customer service data is very important to create a long time relationship with customer and service data is one of the best sources of product and service development. So it’s very clear to us that in customer service system automation plays top important role.