Customer service level

Offering customer service is one of the vital elements of the job of a consultant. At first you can expect users to approach you via phone, email or chat for immediate assistance or advice.  Being able to solve the issue instantly will boost your star rating within the user community.

When you realise that it can’t be resolved instantly, then most organisations will have a system in place for logging help desk tickets. Quite often users logging tickets will experience that their request ends up in a black box. But there are simple guidelines to ensure that your customers can keep track on your progress.

For example, the customer would expect the following after logging a call with a helpdesk:

-         Expect to receive a phone call on the same day when the ticket is logged to allow the opportunity to provide more background information.

-         Expect to be consulted to validate a proposed resolution, although not on a technical level.

-         Expect to be informed about the progress on a regular basis, even when there has been no progress made.

So as a service provider, your pro-active attitude will always be appreciated. Your ability to explain complex technical issues to an inexperienced customer will increase the goodwill. Finally, it is vital to be honest, even when it may be more convenient to bend the truth a bit.

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