Cussing Your Service

Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.

The focus to get and keep customers involves having great products and services, but behind those efforts is superior customer service. Who else but a stellar designer/developer would care about the precise details of making a release timely and specially fit for client needs? What other group out there would analyze and test everything to make sure it performed well and was a good investment for customers? And of course, when there are client questions or problems, true designated customer service representatives are there to help smooth things out.

Just about everyone is involved in customer service to some degree--regardless of your actual exposure to customers. So if we are knowledgeably aware of the struggles that are commonly a part of the distribution and delivery of a final project, why is it that we forget this when we contact customer service representatives ourselves?

For anyone who has had to sit close to or in the actual thick of an active customer service center, you know firsthand just how difficult the job can be. Customers call, write and text because they need something fixed. Unfortunately, many of these people are upset because they are obliged to contact you and they are frustrated with the stumbling blocks they are facing. Like a fire station and its multiple alarm categorization system, there are varying levels of need, tone and emotion that …

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