I've been doing some thinking lately and realized that I need to be clear towards you, my potential and actual customers, regarding what I believe is top notch service and what is the kind of customer experience I am trying to create for you.
So, just for background I think it'll be useful for you to know that I have spent about 5 years of my life directing customer service call centers in India, the Philippines and Israel. And now I'm in Brussels Belgium.I know, I've been around haven't I :)
I am sharing this irelevant CV piece of information so you would understand why I think and act the way I do.
When you are responsible for the direct contact between a company who provides a service or a product on one side and of the customer on the other one there are some important rules to abide by. Here's a few I learned over those years and over the years I have been providing IT services:
1- Your customers time is precious, Far more precious than yours. This means you better be sure you provide the right solution and provide it quickly. This requires competence in your skills and efficiency in your responses
2- Fairness goes a long way if you want your customer to be happy. That means your prices must make sense and it means you need to be clear in your message. A price quotation is a commitment, not a starting point. Way too many technicians fail to understand this basic truth.
3- If you provide a service it means you need to be flexible and adapt to the needs or your customer. That means you should not say no. My client wants me to meet him at home and replace his iPhone 7 screen on the spot? No problem, i will find the way. In other words, I am here to solve your problems and your needs and specific requests will be seen as a problem to me.
4- Follow up is priceless. People who are not %100 happy with your service will probably never tell you of their issue/s. They will just go somewhere else next time. But if a follow is done than it shows you care (and I really do care about giving a good service) and that you are here to help. This is why I follow up with every costumer and provide all the tools needed so I can quickly fix, at no cost, any issue that remain after I fixed the computer/phone.
5- Explain what you are doing, people were not born with the knowledge you have. I really believe that people want to know what you are doing. There are two reasons for that A- it reassure your customer that you know what you are doing and B- most people actually find it interesting if you explain well. Which I do, I hope.
A service provider builds relationships with his clientele. I am never interested in making a maximal profit on your problem, what interests me is making sure the broken screen/dead hard drive are perfectly fixed so you can go on with your life and not worry about your precious computer.