The Importance of Customer Service and ITIL
Question:
Discuss about the Customer Support Centre of ABC.
Customer service refers to the provision of providing service to the customers before or after the purchase. Perception of success in the arena of customer service depends on the factor whether the employees can adjust themselves in accordance to the personality of the guest. An organization that values customer service will spend more amount of money in training the employees and will proactively interview the customers for feedback. ITIL is an acronym in relation to Information Technology Infrastructure Library that contains practices related to IT service management. ITIL illustrates the processes and tasks that can be applied by a company in order to establish integration with the strategy of the organization (Liang, Ma, & Qi, 2013). This report throws light on the ABC Customer Support Centre in Canberra and how they are using the ITIL principles for their new ABC smart phone.
ITIL provides the best framework in the arena of planning, improving and delivering IT related services. It helps the IT organizations to deliver services according to the needs of he business. They help in aligning the practices of the organization with that of the goals of the business. The ITIL provider clearly illustrates what the service provider does and not on the factor of “how”. It helps in providing a common business language within the IT organizations (Slack, 2015). It helps in creating a communication path between the IT organization and that of the business. It helps in collecting valuable information regarding services of an organization. It states the proactive management plan that is used for assessing the services of an organization. It helps in engaging the staffs of an organization to reach a common goal.
Value Creation
Value Creation is the key principle that the management of ABC customer support centre should have in mind in order to provide customer satisfaction. An organization should clearly define how the IT services can add value to that of the requirements of the business. The value that is defined by customer changes over the passage of time and it is dependent on the factor of achievement of the objectives (Khodakarami & Chan, 2014). ABC has made use of customer service support because they realize worth of customer service for their business. Effective service can help in turning the customers into that of brand advocates and this can act as a great marketing tool. Customer service is integrated to every aspect of organization within a company.
The launching of new ABC smart phone will draw the attention of the common people and many people will come forward to purchase the product. People after purchasing the product will face hurdles in relation to the operation of the smart phone. They will have a lot of queries in relation to the working of the new smart phone and the ABC support centre can provide useful services in removing the doubt of the client and rendering them with useful services (Laudon & Laudon, 2016). Customers will have a lot of queries regarding how the phone can be set up for access to internet along with that of picture messaging. They will also have doubts regarding the unlocking of phone so that it can be used for another network.
ABC Customer Support Centre in Canberra and ITIL
Activation of SIM is another vital arena that will need the support of the Support centre of ABC as the customer may not be aware of the process since this is a new launch in the market. The greatest investment of a support centre are not on the solutions but on people who can resolve the doubts of clients regarding the operation of ABC smart phone. They lay a great amount of focus on providing the best group of people as compared to that of the Customer Relationship Management software. Quality customer service can be provided to the customers by investing heavily on the team players who can come together as a team and deliver effective service. Patience accounts to a great deal for the success of a customer support centre and the problems of the clients should be listened to carefully so that the customer service can render useful service for the client. The focus has to be laid on the aspects of communication and the employees of the ABC customer support centre should be trained on the etiquettes of proper communication that can help in improving the quality of the customer service.
Common questions pertaining to the clients revolve around topping up the phone and how to switch the content control on the smart phone. An unplanned interruption within the IT service can result in the reduction of quality of service. The main objective of the Customer Support Center of Canberra is to restore the IT service quickly so that the consumers can enjoy uninterrupted service. The main purpose of incident management is to co-ordinate work relating to functional areas of IT organization. People will face hurdles when they are handling the smart phone on day-to-day basis since they are unaware of the processes of the smart phone and their questions can be easily solved by the help of the personnel at the Customer Service Center of Canberra (Fang, Luo, & Jiang, 2013) . The function of ABC is not to provide technology but to help the customer in attaining their goals. Value creation is one of the key principle of ITIL and the customer service has to see value from the perspective of the customer in order to provide the customer with satisfaction.
Collaboration
The principle of collaboration should be made use of by ABC which is one of the primary principle of ITIL. It is found that if the right people is involved in the right manner then it can lead to a better experience for the customers. It can pave the path for the long term benefit of the organization. The right amount of collaboration between the members of the team can provide an unforgettable experience that can benefit the entire organization. The business environment of the present age is extremely competitive and each organization wants to prove that they are better as compared to the rest. Customer Service is an important arena that a business can focus on in order to reap the grow in the long run. A contact center software can be made use of by the ABC company so that they can communicate effectively with the customers and find out techniques that can help them in achieving success in the field of customer experience management (Moreno-Munoz, Bellido-Outeirino, Siano, & Gomez-Nieto, Mobile social media for smart grids customer engagement: Emerging trends and challenges. Renewable and Sustainable Energy Reviews, 2016). Long-term relationship can be built with the customers by employing the right strategies at the ABC Customer Support Center in Canberra.
Value Creation for Effective Customer Service
The technologies are evolving at a rapid pace and preference of customers is changing at a steady pace. A simple solution to the problem can be offered with the help of customer collaboration. Follow-up is important in this arena as this will help the customers to feel special and this will help in increasing the reliability process of the customers. When the customers call up the Customer Service Centre of ABC they face a problem that they want to resolve. They may face some problem pertaining to the functioning of the smart phone that has caused them to call up the service (Peng, Quan, & Zhang, 2013). The Customer Service Centre of ABC should communicate to them how to solve the problem on immediate basis. In addition to this, they should make note of the contact details of the customer and later on call up the customer to check whether the smart phone is working properly. Customers want a medium with the help of which they can stay in touch with the company (Lising & Kobe). The follow-up system helps in enhancing this kind of communication and helps in making the customers loyal for the company.
Customer service software can act as the best foundation for providing collaborative customer support. The customer service reps have a system that helps in communication and the software helps in the arena of collaboration (Korschun, Bhattacharya, & Swain, 2014). Features like that of internal social network and ability of creating groups can help in building collaborative customer support. Support tickets should be assigned to specific teams and parameters that enable automated routing should be provided to the appropriate experts.
Cross-departmental collaboration can help the organizations to grow and gain profits in the long run. It is found that the organizations that have best customer service have strong communication between the different departments. A customer support solution can help in the process of integration of the different systems of a business (Verhagen, Van Nes, Feldberg, & Van Dolen, 2014). Communication system like Mail Chimp can be integrated that can help in the arena of sharing of information and it can reduce the duplicate data entry across the organization. Integrating the customer support software with that of other system can help in the process of automatic update of data across that of different platforms. Collaboration between the different departments can save the organization a lot of time and it helps in keeping everyone in the same page. It can help in providing the best service to the customers. Customer Service can be provided effectively by the help of live chat support and e-mail. Social media websites like Face book is also being made use today in order to communicate with the customers. The ABC Customer Support Center can create facebook pages in order to get feedback from the customers. The feedback should be made use of by the company in order to improve the products of the company. All the complaints and problems should be made note of and they should be communicated to the upper management so that the quality of products and services can be improved. The ideas of the customers should be used in order to improve the business. Excellent customer service can be provided when the company will work together with the customers in order to satisfy the requirements of the customers.
The Launch of New ABC Smart Phone and ABC Support Centre
Customer collaboration can be said to be effective when contact center technology is merged with that of other mediums like social media sites and that of video feed back. Network based recording along with that of web-based collaboration can help in providing platform to the customer where they can voice their opinion and interact with the business (Moreno-Munoz, Bellido-Outeirino, Siano, & Gomez-Nieto, 2016).
Conclusions
ITIL can help in providing the best framework in the field of planning and delivering of IT related services. This is helpful as the organization can deliver services based on the requirements of business. Value Creation is the principle that can be made use of by the management of support center in order to provide the customers with satisfaction. With the help of customer support center, the customers can be turned into brand advocates and it can act as a marketing strategy of the company. The employees of the ABC Customer Support Center should work together as a team so that and render valuable service to the customers. Patience is an important attribute that is important for the employees of Customer Support Center and the problems that the clients have should be listened to very carefully so that the Customer Support Center can emerge to become helpful for the customers of the company. Interruption in IT related service can reduce the quality of the service so the customer support center should provide active help to the customers.
Primary objective of the Customer Support Center is to give advice to the client that can help in resuming the services. A contact center software should be used so that communication is carried out effectively with the customers of the company. The company can become successful in the long run if it employs the right strategies.Customer Support on 24/7 basis can prove to be helpful for the customers of ABC Support Center and it will help in making the customers loyal towards the brand. There are some customers who prefer text and so text-enabling customer service can help the companies in targeting the millennial generation and providing overall customer satisfaction
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