SMART Service Desk, What Can We Do For Your Business?

What can SMART Service Desk IT Service Management Software do to fill your companies’ needs and wants?

Better customer service follow up?

Increased efficiency for internal communications and IT management?

Improved Social Media Outreach?

Find out how SMART Service Desk can help you improve relationships with your customers. The answer may not be as obvious as it is overlooked: what customers really want. No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company.

Bottom line, your customer service team is the most important face of your company, and customers’ experiences will be defined by the skill and quality of the support they receive.

A strong company will already have great customer relationships. But a smart company will always be asking “What is good customer service?” If you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate. Here are a few customer service tips for identifying ways to better serve customers.

First, it’s important to make sure that your customer service team has the right tools and skills for your managing customers’ needs. The right CRM software can compensate for shortcomings in this area. But what skills should you be looking for in a customer service representative?

Customers appreciate a professional employee who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.

Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and your efforts to find the right answer.

As we have mentioned the customer isn’t always right… right? The ability to interact with the customer to solve the real problem no matter the cause. Whether your team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk: Do You Favor Some Customers?

Before doing business with you, a huge majority of customers will now use the information available on the web to find out an overabundance of things about your company, your brand and your service quality.

Transparency is the way the business world works these days, and it has forced companies to re-examine their sales process by putting the customer first.

These highly informed customers aren’t going away, in fact, the web has made it better than ever for honest, upstanding businesses who take care of their customers to succeed in a world where most companies actually fall short.

Consider these upsetting customer service statistics;

78% of customers have bailed on an intended transaction because of a poor current or past experience.

In 2011, 86% of consumers quit doing business with a company due to a poor transaction or service experience (vs. 59% in 2007)

On Twitter, over 80% of customer service related tweets are negative or critical of the brand or company in question. The vast majority of customers on Twitter expect a response in less than an hour. Unfortunately, most companies are failing to meet that expectation. Is yours?

The bottom line; the idea that “customer service has become the new marketing” is not a pedestrian turn-of-the phrase, it’s the current reality.

That said, how can your business provide the sort of amazing customer service that other companies are able to deliver month-after-month?

Does your company favor some of your customers or does it favor all of them? Are you sure about your answer? Where do your look to your feedback?

The real answer lies in finding a solution to the two following dilemmas:

    How can you create a company culture that’s all about the customer?
    How can you figure out what really matters to customers?

For the former, your staff needs to embrace the idea of Total Company Support, where everyone has the customer’s best interests in mind, not just your forward facing employees who deal with them every day.

To learn more about that and why this practice is just bottom line good business, look all of your company interaction and not just customer service.  Does your company only favor the customer following their complaint?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk: How Does Great Customer Service Affect Customers?

In September 2013 in an American Express Service Study 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when they thought about receiving great customer service.

For 53% of those tested, receiving great service triggered the same cerebral reactions as feeling loved.

The takeaway? When it comes to customer service, it's not about what consumers think. Great service is about the way your customers feel.

Does this mean that great customer will make customers love your business or brand?  Conversely, do you even want to think about how poor customers will make your customers feel about your business or brand?

Our best guess is there are plenty of shrewd concepts, developments and emerging technologies that could help businesses and brands offer vastly improved service to consumers. But way too few brands understand that amid all this rapid change, the fundamentals of great service remain the same. It's all about the feeling of being recognized. Listened to. Appreciated. Feeling valued and cared for.

Smart brands will find new ways to serve those age-old obligations. They could start by considering some of the following five trends.

Products and services will come with their own plan B.
Provide face time, all the time.
Deliveries. Are you thinking drones yet?
Customer-focused brands need a new sense: info-sense.
Because good customer service will always be a two-way street.

Of course, these trends offer just a glimpse of the future of customer service, not the entire picture. But they are five indications of the shifting consumer expectations that are going to redefine great customer service in months and years to come.

Will following news reported trends be timely enough to accurately forecast how your company should position itself for future business cycles?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk: Asks Who Are Your Customers?

Perhaps the better question is do you know who your customers are? I know we all talk about the demographics of our customers.  We may know their age group.  We may know their income level. We can learn many things by tracking their purchases.

Many companies, no matter how large or small, are very good at recognizing and responding to their customers by name. At that level you might say they know their customers in a very special way.

How important is it to recognize a customer by name? In survey after survey “knowing a customer by their name” is a very important metric.

Even chain restaurants and big box stores can have staff that knows and responds to customers by name. I bank at a national chain and several of the tellers greet me by name. I eat at a national chain Chines restaurant and not only do they know me by name but they also know what I typically order and if the server is a regular they ask if I want a certain drink and if I want to start with my favorite appetizer. The recognition is almost as nice as their quality, tasty food and consistent cooking, preparation and presentation.

Establishing a customer profile can give you the information you need to generate business from new and existing punters. Tom Whitney finds out how to go about it

Understanding your customers is the secret of successful selling. Existing customers are important sources of information. The more you know about them, the easier it can be to increase their spending. And you can also use the information you gather to help your business find new customers and perhaps more important retain the ones you have..

Does your IT Service Management Software allow you to easily respond to customers by name and is that part of your customer service routine?

Unlocking the true identity of your customers opens the door for precise segmentation, allowing you to market to the right customer every time. All of this is done with very little effort from you, but income insights does not cover all of the demographics that are meaningful to your customers. Retention triggers need to be part of your mix..

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk: Excellent End User Experience Is Key

Companies know that their customer experience is key to future purchases. Do you consider that the purchaser may not be the end user? McDonalds knows that Mom maybe the purchaser but, her children are the real end users. It is their taste buds that must be the ones that are pleased with the visit. Yes, the Kids Meal toy is a key to get them started, but the meal must be a good experience to trigger the next visit.

For whatever reason is your business model one where the purchaser and end user are typically a different person? If so how do you integrate this into your company Service Desk IT Management Solutions?

With the customizability of the SMART Service Desk IT Service Management Software you can have solutions for this and other types of challenging dilemmas.

With the use of online and software experiences it is normal that the end users be a key component of consideration. To keep your critical applications running correctly, you need to see things as your users see it. In most businesses though, there is comparatively little attention devoted to monitoring the actual end user experience. Many businesses still find out about application and system performance problems through end user complaints, which is not desirable.

Enterprises need to be proactive about managing their IT infrastructure and the best way to do that is to measure the most important service metrics at your businesses’ end user involvement.

In the software and online world the end user experience is much better understood and has been well evaluated.  In the real world and brick and mortar world, not so much.  Most business think of the purchaser as being the end user.  In many cases that may be true. But in the quest for ultimate customer satisfaction even that metric should not be taken for granted.

Organizations are now more focused than ever on accurately understanding how end users experience is comprehended when it is uncoupled from the purchase assumption. Service desk questions should (need to) help determine if the caller is the real user so that the event is fully understood.

What is your company or business doing in an effort to fully understand and improve your end user experience?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

You Should Choose SMART Service Desk

Is your company or your business in search of IT Service Management Software to help with your internal and external IT management?

SMART Service Desk is a robust and highly flexible IT Service Management (ITSM) application, built on ITIL best practices that help customers and users meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best location or cloud based experience you’ll find in the industry.

Headquartered in Phoenix, Arizona, SMART Service Desk Software, is a vendor for ITIL Best Practice & ISO 20000 Standards Service management (ITSM) Solutions, Service Desk, CRM, EAM and support software for medium to large enterprises. SMART Service Desk has key customers, such as Toyata, Mitsubishi Motors, Saudi Credit bureau, Tamer Pharma and Oman Arab Bank. Founded in 2008, SMART Service Desk Software is a privately held firm with offices in the United States, India and Partner offices in UK, Saudi Arabia, Oman, UAE and Qatar.

SMART Service Desk is the leader in Help Desk, IT Service Management, Quality Management & Customer Relationship Management Integrated Solutions, which are applicable to a wide range of different service organizations. SMART Service Desk of software solutions can be adapted very quickly, easily and economically to suit the customer's systems and business processes. Many our customers have got head start in process definition, to Fast-track your ITIL V3, ISO 9001, ISO 20000 & Other ISO Standardization, initiatives to enhance quality of services and customer satisfaction.

SMART Service Desk will help you to improve service quality and resource utilization across your entire IT infrastructure. With SMART Mobile Custom Applications can access applications from SMART Phones for faster and better-informed business decisions.

Our SaaS solutions on Cloud let you seamlessly manage services, customers and quality improvement programs. Available through any Web browser, our solutions are designed to help you shorten deployment times, reduce risks and lower costs, including support and maintenance expenses.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk Asks Is Keeping Customers Happy, Enough?

There was a time when, most if not all companies, would be proud to say “We have Happy Customers.” Can that statement still ring true today? Isn’t “Happy Customers Enough?”

What if we change just one word… “We have satisfied customers.” Isn’t “satisfied” enough?

In today’s marketplace businesses must measure themselves against their competition. Are your competitor’s customers more than just satisfied and happy? If their customers are “ecstatic” what does that mean for your business model? What does it mean for your companies’ prospects for growth?

Is growth both your short and long terms goals? Or, should we ask “is both profit and growth the metrics you measure?” Without customers and more important, return customers, neither growth nor profit can be possible.

What are you doing to both measure and then improve how your customers feel about your products, services, brand or company in general? Do you currently have a plan to do just that? If not, why not?

There tools that allow both small and medium sized businesses to measure and improve their customer services.  We feel that the best is, of course, SMART Service Desk IT Service Management Software. Our tools can be your solutions.

Increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. Our SMART Service Desk solutions can be adapted very quickly, easily and economically to meet your exact business needs. Achieve faster implementation, successful change management, and lower total cost of ownership with our 100% configurable, intuitive and affordable solutions.

The SMART Service Desk - IT Service Management Suite is a flexible and robust solution that can be deployed via Purchased On-Premise, Subscription On-Premise and Cloud Subscription, with the portability to switch. It is simple, yet comprehensive; highly configurable ITSM Suite developed in concert with the ITIL best practice framework to manage the entire service life-cycle across. We offer an integrated and modular solution that is designed to support multiple languages that are now common in our fast paced offline and online world.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk

600 West Ray Road

Suite D-3

Chandler Arizona 85225

602-235-0975

info@smartservicedesk.com

http://smartservicedesk.com

SMART Service Desk Who's Pushing Customers Over The Edge

I know that some customers actually feel that there are companies that go out of their way to cause them problems or worse, stand in the way of any solution.

Here is a true story of what can happen when no one wants to actually do what could be considered customer service.

The customer buys a new wireless router from his Internet Service Provider.  He buys a new computer and a new wireless printer.  He then goes home and follows the instructions for an automated install. Soon he is surfing the net with his new system. Last but not least, he installs his new printer and instead of printing he is given a cryptic error message.

He calls the printer manufacturer for help and is told that the problem must lie with the wireless router. A second phone call goes out to the router company and there he is told that he needs a product ID from the seller to be able to access tech support.  He calls his ISP and is told that to access support for an in home network there will be $99 service fee.

The ISP is only concerned that the router gets him Internet access and it does, so any problem other than that isn’t covered by a fee free support.

This run around has taken nearly four hours and the customer still doesn’t have a working printer and we see three companies pointing fingers at each other and a customer who is very frustrated.  It should be mentioned that standing alone each of the three companies has a reputation of the best of their individual brands.

One last call to the printer manufacturer leads to a technician that helped the customer discover an installation issue that was related to the computer operating system itself. Yes, the fourth side of this triangle was the real problem, but it was still the human factor that was underlying the possible solution(s).

Would your current customer service solution IT Service Management Software help or hinder in this type of customer service dilemma? Are you sure?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk Asks Are Educated Customers Better Customers?

First we need to make it very clear that we aren’t talking about degrees or the number of years of formal education.

No, on the contrary we are talking about the job of a business or company to educate their own customers about the virtue of choosing or staying with a particular business, company or brand.

Perhaps you want (or need) users or customers to complete a certain task that is desirable to them but daunting, then education is the way you make it seem simple and easy. If a task is easy-to-do but of low value to users, then persuasion is how you get it done. Think along the lines of WIITFT… What Is In It For Them?

Will they save money if they behave in a certain way? Will the product perform better or last longer if they do or don’t do certain things? This gets right down to a simple axiom. Effective communications is very important.

Put bluntly, if it’s a terrible idea then it doesn’t matter how easy you make it. Conversely if it’s something that everyone has always done and wanted to do, and you take out some steps or make it easier, then you are headed for true business success.

Today's successful business educates customers to expect that whatever we offer is the best they can buy. Does your company offer the best in selection, service and integrated value? Then your potential customer needs to know that.

Yet, how is it that customers know what to look for? Do they truly know how to shop for real value in an item, not just price? How do they know what to expect in a value versus price merchant? 

Education is the key! If the only way you are educating your customers is with a sign stating your best price, they can get the same introduction to math at the discounter next door or across the street. The smart independent kitchen design dealer teaches his customer how to recognize a quality cabinet. 

Price becomes less of the focus when a client is on the lookout for dovetailed drawers and hand-rubbed finishes. Price becomes less of the focus when a customer finds someone who can truly design a special cabinet for her kitchen nook; not just a standard plan that “seems” to fit.

No matter what you sell, educate your customer on the “WHY” they should buy, so they can share your story with others.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk Celebrates Washington’s Birthday

George Washington (1732 to 1799) was our first President, the Commander-in-Chief of the Continental Army during the American Revolutionary War, and one of the Founding Fathers of the United States. He presided over the convention that drafted the United States Constitution, which replaced the Articles of Confederation and remains the supreme law of the land.

Washington was unanimously elected President by the electors in both the 1788–1789 and 1792 elections. He oversaw the creation of a strong, well-financed national government that maintained neutrality in the French Revolutionary Wars, suppressed the Whiskey Rebellion, and won acceptance among Americans of all types.

Washington established many forms in government still used today, such as the cabinet system and inaugural address. His retirement after two terms and the peaceful transition from his presidency to that of John Adams established a tradition that continued up until Franklin D. Roosevelt was elected to a third term. Washington has been widely hailed as the "father of his country" even during his lifetime.

Washington had a vision of a great and powerful nation that would be built on republican lines using federal power. He sought to use the national government to preserve liberty, improve infrastructure, open the western lands, promote commerce, found a permanent capital, reduce regional tensions and promote a spirit of American nationalism. At his death, Washington was eulogized as "first in war, first in peace, and first in the hearts of his countrymen" by Henry Lee.

Washington's Birthday is a United States federal holiday celebrated on the third Monday of February in honor of George Washington, the first President of the United States. Colloquially, it is widely known as "Presidents Day" and is often an occasion to remember all the presidents, not just George Washington or Abraham Lincoln, whose birthday is also in February. The term "Presidents Day" was informally coined in a deliberate attempt to use the holiday to honor multiple presidents and is virtually always used that way today.

With official names including Presidents' Day, President's Day and Washington's and Lincoln's Birthday, the day is also a state holiday in most states. It officially celebrates, depending upon the state, Washington alone, Washington and Lincoln, or some other combination of U.S. presidents. Some states celebrate Washington and the third president Thomas Jefferson but not Lincoln. Both Lincoln's and Washington's birthdays are in February. In historical rankings of Presidents of the United States Lincoln and Washington are frequently, but not always, the top two presidents.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

Happy Valentine's Day

SMART Service Desk Affordable IT Service Management Software

If you are looking for the IT Service Management Software solution for your business you want to know many things about that software product.

Is it scalable, so that it will work now and then continue to grow and support my business needs in the future?

How is easy is it to load, implement and use? How quickly will my employees be able to use the software to support our customer’s needs?

Of course the investment your company needs to make to bring this solution online can be a primary concern.

Considering how customizable the SMART Service Desk IT Service Management Software is the pricing is not like buying a new car where looking, liking and purchasing is a very set process and amount.

SMART Service Desk software enables comprehensive, best practice based Incident / Case management processes via intuitive, easily adopted, enterprise scale web technology. Integrates core service and support components into one complete Help Desk solution which help you to reduce service costs and increase service delivery operational efficiency. Manage service issues from the initial call; too complete job and service restoration. With SMART Service Desk you can reduce call volumes and encourage user self-service by letting users search FAQs, approved solutions, and workarounds. You can use Increase customer / user satisfaction ratings using surveys.

SMART Service Desk software can be both local or cloud service based for what best fits your solutions and what will be best for your individual business needs.

We think that our price structure will be both surprising and very affordable for your small to medium sized business.
Our solutions are not only scalable but we have different solutions that can be a better fit for your specific business needs. Our SMART Service Desk Plus delivers a customer-friendly IT self-service portal, powerful dashboards and reporting, and superior mobility to your organization. With SMART, IT organizations can support ITIL® best practices for IT Service Management (ITSM), consolidating the service desk function with the processes that underpin the efficient delivery and support of service, With PinkVERIFY® certified ITIL® processes in SMART Service Desk Plus; you can be assured of the best practices you will implement for your process and workflow.

Find out more http://smartservicedesk.com/request-price-quote.php

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk Asks How Do You Handle Customer Returns?

This really isn’t about whether you accept returns as most businesses do. Products can be defective or DOA (dead on arrival).  Products can be the wrong size, color or style especially if they were a gift.

Taking control, improving the customer experience and maximizing the profitability of your reverse logistics can be one of a businesses’ biggest challenges.

How do you track what and how often any individual customer returns various items? Do you accept returns that are from other stores? Do accept returns just to please a good customer regardless of the reason?

Do you use IT Service Management Software to help you deal with the process and tracking of returns?

How vital is the role customer service and call centers play in your customer’s overall experience?

How do you respond and interact with the role of social media in communicating information online or responding to feedback.

How does your company feel the importance of your brand on your customer’s buying and returning decisions and how do you protect your brand image?

Do you compare your return and exchange policy with that of your competitors or do you compare against the leaders in the sales world in general?

Is your companies’ goal that your customers are completely satisfied with their purchase? Do you take pride in the quality of your products and offer great customer service as a top priority?

Is your return and exchange policy a living document? If so how often is it reviewed? Where does the input for change come from? What affect does customer input have on return policy updates?

Does your company policy have a similar statement "Every item we sell will give you complete satisfaction or you may return it for a full refund."?

The mythical reputation of Rolls Royce customer service boiled down to a simple statement; Rolls Royce dispatches a special mechanic to aid a stranded motorist, then afterwards disavows the incident, claiming "Our cars don’t break down." Does your brand even begin to approach mythical status? Should It? Do you want it to? What changes could make that happen?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk - If You Mess Up Fess Up

Can we start by saying that sooner or later we all makes mistakes?  Of course, try as we might to avoid being incorrect in the way something is handled it happens that we fall somewhat short of our goals.

And try as we might some folks go straight to Social Media with their complaint and never even give us a chance to make it right before the nasty gram goes out. What is next?

You never want to get in a war of words on Social Media. In some cases the story that goes out is as far from the truth as can be imagined. Maybe even more so. But if your business, brand or company is being disparaged the only sane thing to do (and do it as nicely as possible) is offer to correct what your customer perceives is wrong.

If the customer brings up a real truth situation and makes the complaint in a manner that shows your company is truly at fault, then of course acknowledge the problem, offer to fix it (tell exactly how) and let the readership or viewers know what you plan to do to make sure this never happens again.

This is the real essence of “If You Mess Up Fess Up.” The simple three step process… Acknowledge – Correct – Prevent

If you don’t have the SMART Service Desk IT Service Management Software solutions in place the is a greater likelihood of an event like this taking place.

In any marketplace when client’s expectations are exceeded their loyalty grows. When shoppers, clients and customers are valued, when they receive as much as they give if not more value is palced on future exchanges.

Most people when weighing the options of where to invest their time, money and resources are attracted to ventures, products, services and people who provide a fair exchange of value and are mutually beneficial the reciprocal results can be amazing.

Take to heart the following phrase and apply it whenever it is necessary… “How can we make this right?”

Some companies have the mindset that if they seem to be overly generous with corrections that an unscrupulous customer may try to take advantage of them. Some restaurant and hotel owners report that customers have said that if they aren’t given their services for free they will leave bad reports on Yelp, other feedback sites and social media. This may be a case of where “The Truth Will Set You Free.”

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk Offers SMART Survey Management Solutions

The SMART Survey Management solution is complete functionally rich software, which can be can used for the following customer and internal surveys.

Surveys for Service Support Delivery: Get Support Feedback, after completion of Incident or service Request Tickets. You can integrate employee or customer feedback with your existing business processes.

Surveys for Employee Feedbacks: Get periodic employee surveys, since satisfied and motivated employees create more satisfied customers.

Surveys for Training Feedback: Get end of course, student satisfaction feedback.

Surveys for Customer Feedback: Measure and evaluate customer satisfaction, every time a customer interacts with your company. You can take actions and solve customer issues based on real-time feedback

SMART Survey Management Solutions, can be integrated with your existing Human Resource, ERP Systems and your websites.

Key Features of Survey Management
Allows Delivery of Survey Invitations when an Incident or Service Request is closed

Manual Delivery of Surveys to Selected Audience

Create Multiple Different Survey Types

Unlimited User Defined Fields for Survey Questions : Drop-down, Radio Button, Checkbox, or Text Box Fields, Required or Optional Survey Questions, Required or Optional "Additional Information" Text Boxes

Surveys can be distributed via Email, or even as pop-up scripts for call center staff to gather actionable, timely feedback from internal employees or external customers.

Allows Customizable Email Invitations & "Thank You" Verbiage

Provides Analysis in form of Graphical Survey Results

Business Benefits
Your Customers and Employees opinions and feelings are acknowledged as being important.

Your Customers realize that their supplier is interested in improving business relationship and value the business from them.

Your Employees are reminded that that their diligence and participation is paramount.

Top Management is made aware of what their employees and customers think about them.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

How Is 2015 Going So Far?

Do you own medium sized business? How are your plans for growth going as we move into the second month of 2015? 

I’m sure that the adage of the lowest selling price is the key factor in a buying decision. A medium sized store doesn't have the buying power that a big box retailer does.  The manufactures don’t come to you with special models and very special prices. They sure don’t call you with an offer to buy out their over stock.

Many business don’t really want a customer that buys only at the lowest possible price. I know that means giving up on some sales.  But in order to stay in business there must be an overall profitability. You may have heard the old saying “We lose money on everything we sell but we make up for it in volume.” If that isn’t the scariest thing you have ever heard, I don’t know what would be.

Getting a customer through your door is one thing. Keeping that customer coming back is something else entirely. Is customer retention top of the list for your new year’s plans? Existing customer are the real goldmine of all businesses.

The closest you can get to anticipating the future is taking a look back and using last year's numbers as benchmarks you can add or subtract from. Analytics can provide retailers with everything from what deals and discounts worked last year to predicting how much inventory to have in stock this year. Looking at dollars and sense can be quite clear using your accounting software.

So many businesses do an excellent job of making the initial sale, then drop the ball and get complacent, ignoring the customer, while they chase more business. Your selling has actually only just begun when someone makes that initial purchase decision because virtually everyone is susceptible to buyer’s remorse. 

To lock in that sale, and all of the referrals and repeat business that will flow from it, you need to strike while the iron is hot to allay your customers’ fears and demonstrate by your actions that you really care. You should thank them and remind them again why they’ve made the right decision to deal with you … and put a system in place to sell to them again, and again, constantly proving that they made the right decision. Learning how to keep in touch is what SMART Service Desk can help your company accomplish.

Looking at your customer’s experience requires a completely different metric and software tool.  Today that tool can even be cloud based and sharable by different business stores and locations across town or even worldwide. 

The last thing you want is for your business to be “growing broke.” Beside the need for accounting software is the need for SMART Service Desk software. Consider it the accounting for your customer interaction.  Are you running in the black when it comes to how your customer feel about your business? Don’t wait for the silence in sales to be your first indication that you have inadvertently let your customers down.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

Reaching the Inner Customer

“Reaching the Inner Customer” might seem like a strange statement, after all, isn’t it the vendor’s responsibility to make the relationship work? While a vendor must go the extra mile, the customer also has obligations in making a vendor relationship effective.

The same qualities apply to a good customer as to a good employee, a good friend, even a good spouse: trust, mutual respect and appreciation, and sharing that shows that each is committed to the success of the partnership. So how do you reach the inner customer?

If we look at just the Trust aspect we find four areas that seem to be the most centric. 

Reliability Do what you say you will do, when you say you will do it. It sounds simple, but many small businesses have good intentions and end up failing due to personnel or inventory issues. My favorite local car wash, always has a full staff waiting when I arrive so the wait times are short and the car ends up looking brand-new. I know that I can count on the company to come through whether I need a regular wash and a hand dry or a complete detailed job.

Honesty Don’t lie about your company's capabilities or hide its pricing from customers. They won't return but instead will share the bad news with their friends. Instead, be up front about how your company operates and why you charge what you do. Customers will appreciate your honesty. 

Competence As a business owner, you need to prove to customers that your firm is the best to get a job done. You can’t do that without constantly improving what's delivered.

Two Men and a Truck International relies on feedback cards from its clients to improve the customer experience. Movers leave the feedback cards with customers at the end of a job. When customers mail in those comment cards, they are sent to the company's headquarters in Lansing, Mich., where they are read and digested. The folks at headquarters compile the feedback and send it to each location. 

If the company can make system-wide changes as a result, it does so. When great results come in, the company celebrates with everyone. This simple feedback system has helped the firm obtain a high referral rate and grow over 20 years from having one truck to using 1,800 vehicles.

Compassion This is an area where small businesses can shine but their larger competitors may not. When you run a small business, you know your customers, their businesses and families. Knowing someone personally and showing interest in him or her goes a long way toward building trust.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk Asks Do You Need To Step Outside Your Box

Take a moment and ponder the following question two questions. What is your worst customer service nightmare? What keeps you up at night?

A recent survey asked a group of high-level executives about their customer service nightmares. At first, they offered chilling scenarios involving missed delivery dates, unanswered phone calls, and impatient customers waiting endlessly for technical support. These companies had on thing in common they weren’t using SMART Service Desk IT Service Management Software.

What if we asked the same question in a very different way? What customer service move might your competitors make that would be your worst nightmare? The answers included having a competitor:

Identify a critical service that they missed and offer it to that companies’ customers

Create a culture of cooperation and collaboration that brings them closer to their customers

Become organizationally aligned around the customer and build interfaces to the customer across the value chain

Enter the market between their company and their customers

Generate better customer information and use it to offer new services to my customers

Integrate multiple divisions and present one contact point for the customer

This set of answers differed from the first set of scenarios in a crucial way.

The shift in the executives' answers reflects the fundamental change taking place in customer service today. In the past, customer service essentially meant companies keeping their promises to customers. Phrases like "meeting customer expectations" and "giving customers what they want when they want it" reflect this outdated objective.

In today's aggressive business world, simply meeting customer expectations by delivering the right products on time is the price of admission. It is what every company must do to stay in business. The way to differentiate your company, however, is through customer service innovation. This enables a company to expand the boundaries of its business and increase its domain of value creation.

Are you ready to step outside the box? Or should we ask if you are ready to step outside your box.  Does your company have the right tools in place so you can fulfill your companies’ vision of the correct customer service paradigm? Well?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com

SMART Service Desk Asks Why Do Your Customers Complain

The Internet has become a very big part of our lives and now users prefer to use social media to complain publicly about services, products or businesses that they feel have missed the mark. 

Studies have shown that 88% of consumers are less likely to buy from companies who leave complaints unanswered. But what about those customers who just did not complain and went away silently? These will be forever lost for a company and will never come back. To prevent customers from switching to competitors businesses should pay more attention to their complaints and address them in a timely manner.

However, this, in itself, may not be enough. Complaints can be the greatest source of learning, they show us where we fail and where and how we should and can improve. What follows are some of the
 most common reasons why customers are unsatisfied.

Poor Customer Service

This should come as no surprise. When customer service representatives are not trained properly or don’t have the proper software support and keep customers waiting for a long time and do not resolve issues, this is poor customer service. It is very irritating to see a CSR efforts in resolving your issue and at the end having a simple question unanswered, or worse yet, no solution provided. In addition to this, when customers always hear only your voice menu, see offline live chat button and wait about a week for an email reply, they will definitely start complaining. And be sure, they will not complain to your staff, they will turn to social media because they want to be heard.

Being Bounced From One CSR to Another

Poor staff training and improper software can lead to calls or online chats being transferred from one agent to another. And there is nothing more irritating than having to tell your story again and again. As you can see a human side of your business can sometimes generate more complaints than your operational side.

Not Keeping Your Promises

If your representative makes a promise, make sure you live up to it. Some promises sound great but if they have not been kept this will lead to additional complaints, distrust and switching to competitors. Will you order again from a company which did not deliver in time as promised? I think we all know the answer....

Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com