Why Good Customer Service is Important

April 20, 2020

In recent years, many organizations have changed their focus. Rather than thinking about what they do in terms of products and services, they have started to consider the overall user experience and customer experience, and the outcomes they are helping their customers achieve. In this blog, our customer service manager Jelena Todorovska talks about the importance of customer service.

Serving customers and meeting expectations without any delay is the key to success for any business, small or large. It is the glue that keeps the customer and business together. Nowadays, especially with the corona lockdown, what truly matters is a company’s ability to offer uninterrupted 24/7 service and support to its customers.

Coronavirus or not, at ITSM Zone our team’s aim is to provide complete and unhindered accessibility to support for all our customers. Since day one, we have not allowed geographical boundaries or time zones to affect the provision of support. How do we do this?

Creating a vision for customer service

At ITSM Zone we offer a 24/7 helpdesk. Our customers are from all over the world and they can contact us at any time of the day or night. Whether they have a small inquiry, technical issues or any kind of request, our team can and will provide an answer in a short time.

By giving our best to fulfil their requirements we keep them focused on our products and services. We are building trust and creating loyalty. We know that by offering an exceptional customer experience they will remember us, return to us, and by word of mouth, spread the word about us. Word of mouth can be very negative or positive for an organization, depending on the experiences it delivers. I must admit, it gives me the great pleasure when somebody contacts us by referral.

When we hear that our courses, tutors, mentors and helpdesk help someone achieve their goals, that is when we know our job was done successfully. These comments are our rocks.

Go the extra mile in delivering support

But this service would not be possible without my team. It will take time to choose the perfect people, but it is very important that you have the right people in the position. You don’t want just anybody to take care of your customers. The essential skill is people skills.

A good helpdesk means that you’ll always be available for the customer, be attentive, anticipate their needs, listen carefully, have understanding, help and guide them, and provide the answer to their query. Go the extra mile in delivering support. In return you’ll receive a happy, returning customer, good reviews, personal satisfaction and who knows, a maybe even a salary bonus for a job well done ?

5 top tips for customer service

In this blog I will try to go the extra mile for you and explain why it is important for businesses to offer uninterrupted support to their customers, and how you can make it happen.

Engage digital now

Wherever you are, the digital era is already here. It is never too late to start learning. Digital tools can help your customers to reach you from anywhere in the world, at any time. Software as a Service allows your helpdesk to work seamlessly, even when the team is separated. We use Freshworks to keep our information moving.

Increase Customer satisfaction

Have a clear goal. Our goal is to help you achieve your target. And our goal is to increase customer satisfaction with our services.

Get Technical Issues Dealt with Fast

Customers expect rapid answers. Quick, fast, to the point answers to any query. We’ll go the extra mile to make sure you have what you need.

International is next door

A company can be based in one country, but when the company’s product is available everywhere in the world, that is a start of a success story. Our global customer base all receive the same level of support.

Tutor support at your home

Provide specialist support as well. Wouldn’t you agree how great it would be to have a tutor with you whenever you need one? One that is available 24/7? Tutor support at your home or office…. this is what you get as our student, this is what ITSM Zone offers to all of our clients.

From my point of view – tips for learners

Since I am on the other side, not the one who is doing the eLearning but the one who is trying to help the eLearners, I have a lot of experience with their problems. Based on what we, as a 24/7 helpdesk hear from our students, I can share some tips for easy and productive eLearning.

1. Ensure you have a good internet connection
2. Choose your dedicated study space
3. Identify your learning objectives and goals
4. Make your study plan
5. Set time limits
6. Stick to your schedule
7. Contact support if you need help
8. Take breaks
9. Apply what you're learning
10. Stay motivated

About the author

Jelena is experienced in delivering high quality customer service after working for many years for a 5 star airline. She makes sure that ITSM Zone customers have the support they need, and works hard to ensure that they are all appreciated and have exactly what they need.

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