When posed with a question such as "What makes a good customer service experience", we need to look at something called "the human element". Having this people perspective is often neglected in today's hectic and fast-paced world.
The following is a summary of a real story. Person and company name withheld.
Someone rings up and has a mission-critical presentation to do. If this is a media company, and this individual is about to do a business pitch. This could have millions of $$ hanging in the balance. And their laptop has decided to go off on a tangent with either a blue screen or corrupted Windows update. The laptop is unusable, and they are pleading for you to help.
They have their presentation in 15 minutes, and they have already done three frantic restarts. You know the laptop is likely to be unavailable for at least 30 to 60 mins. What to do?
How we fixed it
Here's where "human element" and "Real people" come in how we do things at Evolve IT . First off, the laptop won't be going to the presentation. Ask the person seeking your help "what is your most important priority about the meeting". "What can I do for you on another spare/commandeered laptop to get you out of a pickle?" You may have to go to extraordinary lengths to do data recovery if the presentation is on that laptop and nowhere else. If it's in an e-mail, it can easily be retrieved via webmail on another computer.
So here we have two problems to fix. The customer's presentation is the first problem that must be addressed. The second is getting their broken laptop put back in action. Saying "come back tomorrow, it should be ready then" will not result in an excellent customer service experience ever. In fact, it could result in a complaint.
Put the customer, as a person you want to help as your priority. He/she do not care which laptop is used. They just want to be able to present their business case, win over their audience and land that contract. Once they have their presentation available on a spare laptop, the pressure will be off getting their laptop fixed straight away. Let them know that their laptop will be being looked at while they are at the presentation. It will take the pressure off them as they are now on their way to the meeting with their presentation on a working laptop while having the peace of mind that their laptop will be sorted while at the meeting.
Knowing that someone cared enough to get them moving forward with a spare laptop will build a good rapport between you and the customer. This also takes the time pressure off you as an IT Tech to sort the laptop.
So you spend about 40 or 50 minutes getting the laptop back into a usable state. If you know they are at the presentation for 1 hour. Don't call them. Send them a courtesy e-mail expressing your best wishes for the outcome of the presentation, and let them know in the second part of the e-mail that you have been successful in repairing the laptop. Almost everyone has e-mail on mobile these days and will read their messages after the presentation has concluded.
Having this string of events happen, we have several positive outcomes here . . .
- The customer got to their meeting on time and did the presentation.
- You expressed concern about the outcome of the presentation. You won their respect and trust.
- You got their laptop fixed.
- The customer was not inconvenienced with a quick switch over to another laptop.
By quick thinking to get their problem fixed first and then their laptop has resulted in a good customer service experience. In fact the best possible outcome for the customer. They will hold you in the highest possible esteem because you considered their entire problem. Not just "the laptop".