When I think of customer service the only word that comes to mind is World Class.
If a company cannot get this right, then they should not be in the game at all because at the end of the day, are they really adding any value to you or your business? The simple answer is no because nobody likes a bad experience!
What is World-class? Well it is putting your faith in a product or service knowing fully that at the end of the day should something go wrong and you need support, you have the right people equipped with the right tools ready to assist. One of the biggest benefits of this all is that it is someone you can trust, and they love what they do. Making a difference, forward-thinking and going the extra mile!
These are the things that one should consider when choosing any service provider.
The world as we know it is changing and this has had a direct impact on customer service and the way we work.
There has been a massive push towards cloud technology, and this is a no brainer as it is the future.
In a way, I am thankful for the lockdown as it has just sped up the process and opened up people’s minds to the possibilities that are out there and how there is a solution to meet their every requirement or business need. Being reliant on sitting at the office to do your work could very well become a thing of the past. Depending on your current setup there are VPN applications that allow for remote access to your office network. There are cloud storage solutions like OneDrive to house all your documents/files. Office 365 for pretty much everything else… It is cause for much excitement as overall it greatly increases efficiency. Time saved = More money made 😉. It all comes down to whether you are willing to adapt or risk being left behind.
In saying all of this though. A good, stable internet connection is needed now more than ever to take advantage of this technology. Luckily for us, even though we are a third world country, we still have several internet solutions and multiple providers to choose from. To name a few technologies: The best and most stable of course being Fibre, ADSL and there has been a massive push towards increasing the 3G/LTE coverage across South Africa. So, it is safe to say that the internet is very easily accessible and that we all should be able to benefit. Having the internet at your disposal also means that remote support technicians like myself can connect to your machine and assist with whatever problems or IT challenges you are facing.
What I have found in the past two months of working remotely is that people do miss the social interaction. This has been positive for me in my line of work as a lot of them are willing to now engage in conversation. This makes building rapport a lot easier. The lockdown has also taught me to be more empathetic than usual and having to put myself in the customers position – Most of them are parents who have little kids running around driving them crazy. On top of that, they must remain professional and keep their sanity. I can imagine that it is no easy task.
It is not just this that has made my job a little easier. While working from home there are a lot fewer distractions. Being able to fully focus on any task has made it possible to give my 100% and offer the best customer experience possible!
The lockdown has had its ups and downs. For some, it has been more difficult than others. But no matter what, we need to remember that there is always light at the end of the tunnel.
Whatever does not kill you only makes you stronger. And together we are and always will be stronger. Stay safe!
Author – Jonathan Pillay