Tuesday, February 21, 2012

Great Support Is What Great Support Does

Last night I watched a very hilarious episode of 30 Rock, where Queen Latifah assumed the role of Congressman Bookman who is finding her way to fail the merger between Kabletown and NBC. Using a politician’s style of speech, she spoke with a lot of passion and energy; she made everybody listen to her and not the details of her speech. The dialogue went like this, “I don’t know where I’m going with this! But if I continue talking like this, everybody will pay attention and they will clap their hands when I’m finished talking!!” And lo and behold, everybody ended up applauding her for the so-called speech. I ROTFL; so to speak. That scene also depicted the term lip service quite obviously.

In business, many advertisements and marketing efforts are not as what they seemed. A gigantic burger could turn out to be just a normal burger. A mouthwatering pizza with extra cheese could turn out to be a hard pizza with a thin layer of cheese. Not only do many companies boast unrealistically about their products, many also highlight great after-sales service and excellent technical support to close business deals. But when push comes to shove, do they actually experience the greatness and excellence that were promised? It’s very crucial to note that the inefficiency of lip service does not only apply in politics; lip service does not work in business as well. Delivery of the promises, on the other hand, does.

Apart from strengthening the company’s support systems, monitoring of the delivery of support must be second to none. Currently, we are using the world's renowned CRM, Salesforce, which means no emails or technical enquiries could be left unattended. All enquiries must be replied within our specified time. Now, how do you monitor yours?

At the end of the day, great support is what great support does. And only your satisfied clients can verify this testimonial. You can scream with a microphone from the top of a mountain that your company has great support, but if you fail to deliver your promises to your clients, business is not going to prosper in a long run.

by Norana Johar, COO, FingerTec HQ

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