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