Poor Customer Client Relations Helpdesk Calls

In the last few months there have been quite a lot of discussions on Poor Customer / Client Relations Helpdesk Calls and CRM as a whole and solutions in the forums and ezines. Although it is extremely positive that people finally started to talk about the one concept that will make the future of a business successful or unsuccessful, there are quite a few misconceptions about the term. Those misconceptions make people lose time and energy finding solutions in areas they should not be even searching, instead in concentrating on the really important things.

Management is slowly beginning to understand that the information generated by end users is one of the organization's more valuable resources and that it must be managed just as any resource must be managed. The incentives--increased competition and reduced budgets--will continue to stimulate the need for sharing this information. The help desk is in the unique position of being able to meet this demand by becoming the organization's enterprise-wide information exchange facilitator-- the central repository where people throughout the organization can share information and experiences to improve productivity and profits. If this is not done correctly then it might lead to Poor Customer / Client Relations Helpdesk Calls. There is no doubt that every client/customer comes to helpdesk for problem solving and wishes to seek professional services at very reasonable price structure. So as a helpdesk manager it becomes your duty to avoid Poor Customer / Client Relations Helpdesk Calls. They should get what they want in every situation, as this is vital for the growth of you and your client both.

How to avoid Poor Customer / Client Relations Helpdesk Calls and get some other benefits are as follows:

• The ability to ensure all customer commitments are met by having appointments and tasks posted to the appropriate person and/or department existing within GroupWise calendar.
• Providing single view of your organization to your customer. Whenever a customer calls, each and every employee will know what the customer's past interactions have been with your organization, thus increasing organizational efficiency to meet their specific needs.
• The ability to secure your contact information by allocating access on who can read, write, and delete information on any given client and/or product.
• The often times needed, and always essential ability to access necessary contact information anywhere through a LAN, WAN, or VPN connection.

First, the simplest and the least Poor Customer / Client Relations Helpdesk Calls is about relations between people (yes, business is done by people, not companies). It is not technology or business alone, it is all about the people and how to deal with them is important thing. Business did exist well before computers and information technology, so relations between business people existed before computers i.e. CRM was not invented with the invention of computers (just the name CRM was). The good practices of relating with your customer did not become obsolete with the introduction of computers, though the tools changed. So one should use the same practices, but should take advantage of the possibilities that technology gives. It certainly is a different experience for the buyer if he is met on the web site by a human voice or keyboard chat (LivePerson, FireTalk, HumanClick etc and many more) which is what technology now makes possible. The technology enables us to see how the customer is navigating through the site, and, if we want to, interrupt him and offer assistance. But I wonder whether the customer will welcome that or not. If you are a salesman in a brick and mortar store, you would watch the expression of the customer and, based on that, decide to approach him or not. On the net or phone you cannot see his face (it's questionable if he'll let you even if possible). In any case Relations Helpdesk Calls is not technology, its not voice, so you will not find your Poor Customer / Client Relations Helpdesk Calls solution among SW vendors.