Customer service || After sales service || Attitude matters

 

In the world of consumer electronics, after sales service is such a branch of customer service where unpredictable circumstances may occur if service executive fails to handle customer in time with proper professional attitude.

Attitude matters. Always service team should show “Can Do” attitude to customer. When customer comes to service center with problematic product in order to repair, usually he/she are in anxiety of losing invested money and expectation on service of products. It’s one of the primary responsibilities of customer service team to minimize anxiety of customer.

Technical work approach may not always success in first step. But service team should show always positive attitude to customer as they are trying their best to make the problematic product full functional in shortest possible time.

At very first sight service team should never say “The product is not possible to repair at all”. Such speech may break the heart of customer. They should show most positive attitude saying as they will try with their highest effort to repair the product as they are feeling the unexpected suffering of customer. After full trying if the product is going to the state as out of service unintentionally forever then service team must explain the failure reason to customer in details as customer can keep positive mindset to service team that they don’t let any stone untouched.

Butterfly Service Super Hero Award 2020

The award is the recognition of work. It has the superpower to speed up a team to do work more, to be more conscious about the quality of work, and to motivate the team with a strong winning mindset of determination. Especially for any challenging field, an award works as a strong catalyst to do well.

In customer service, after-sales service is one the most important parts that have immense importance to have the happy customer experience and remarkable business growth.

 As acknowledging the contribution of service warriors (Authorized Service Team and In-house Service Team) round the country in 2020, today management of Butterfly Marketing Limited (LG-Butterfly, Bangladesh) awarded best 10 Authorized Service Center (ASC), top 03 zonal service manager and best 04 in-house service technicians as “Butterfly Service Super Hero Award 2020”.

The service team has expressed their highest gratitude to the management of Butterfly Marketing Limited (LG-Butterfly, Bangladesh) for their continuous support and has determined to be the best in service in 2021.  

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.