The service management is rapidly evolving itself into an altogether new way through which the customers and their problems are being received and handled by service teams within large, medium and small enterprises.
The traditional way of looking at the service management has moved on with injecting correct combination of creative technology and simplicity.
Established organizations are continuing to innovate and improve their service process by introducing new techniques and methodologies with clear intent to go closer to their customers and end-users in a friendly way.
Tracking and controlling the customer exits with dissatisfaction has become a biggest pain area today. Mantra today is keep the service process as simple as possible to the user groups and customers.
With so much of call center crowd and customer servicing agencies, there is a huge increase in unsolicited calls, ever increasing spam mails - leading to users tend to have a strong breathless feeling about these touch points constantly trying to reach them 24/7 throughout the year. Customers feel that without a smallest drop in your service quality and with minimal communication, their problem should be identified and solved.
At any day, quality of any product sold is increased to many fold only by the after sales service provided by the brand owner or their representative.
With the maturity coming into the process of servicing an end-user or a customer or anyone coming across you, Service Management is slowly becoming an Engineering on its own. We are already in the era, where customized service experience are being defined based on the essence of the product group.
Customer Service Engineering - the new phenomenon to reckon with in coming years.
Let us turn this nightmare into a nice experience. Put yourself into one of your customer's shoes; try and practice to expect what you need from your own product and/or service; feel the difference; record the gaps; critically rate; improve. This is a vicious cycle - today I am a user of some product; tomorrow I create new product; may be a day-after I myself turn into a Product. The service engineering has all three components linked to each other - the product - the creator - the creator by a nicely created communication between them through a language unspoken - beautiful experience.
To do the least, as a end-user or consumer or a service user - let us remember to share feedback and comments about any product/service in a most shortest route and with best possible intent.
Visual/image courtesy www.readytomanage.com
