| |October 20168CIOReviewOPINIONIN MYBy Monish Gakhar, IT Head, GEMSAll of us have so often heard of CRM and how this practice is a must have for our business. Organizations are busy gathering and analysing all the customer data they can lay their hands on so they can sell more to customers, but in this race to manage customers through data, the human side of relationships often takes a back seat. I believe if we manage the Customer Service with a human touch, the relationship will automatically be managed. Let me start with two real life examples on Customer Service Management.The HelpdeskIt was more than 10 minutes now since I was on hold and the IVR kept repeating "your call is important to us, please hold on....." and how all of their agents were busy attending other customers. I finally quit after a few minutes. How I wished that they would call me back, apologize for wasting my time for so long and would ask me how they could help me. But no one called back. I guessed they didn't care. Their customer care department did not care as to which customer could not get through. Maybe that call was important for that customer, but if it was so important, the customer will call again. Why take the pain of calling back the customer. Its been years now, I have called up many customer care numbers of many companies but none called back if I disconnected.The Helpdesk is the first point of contact in case of a problem and that is where the "care" must start from if you really care for your customer. To be fair, yes , there are companies whose IVR says leave your contact no. and we will call you back. The EateryThere is this small eatery, a one room shop rented from the municipal department of the city. The food they cook is finger licking delicious. We park our car somewhere near the shop and walk to the counter to order the food. Would sometimes get it packed and would sometimes eat it sitting in our car as would many other customers. Their food is so Manage the Customer Service with a Human Touch!
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