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The perfect Service Provider (II) : Telco & CEM

Blog: Telco & CEM

The perfect Service Provider (II)

septiembre 3, 2016 7:36 pm

In this last post we keep on dreaming about our ideal SP:

- Control of services and consumption: Everybody likes to have things under control so we know how it is going and avoid any last minute scares. It is imperative today that SPs offer, through multiple communication channels, all this information. It could be through web, IVR, customer service or an app. Another important topic is the service configuration, from activating voicemail to checking the advanced services, roaming, etc… I personally prefer the app because it offers the possibility to look anytime anywhere your consumption and services. Apps have improved a lot and now they can offer very cool graphs with all the information displayed in an easy and clear way for the customer. As we have said before this type of tool is not just a help for the final customer but it could bring important savings for the SP.

- Customer Care: Quality, please. To begin it has to be easy to get in touch with them. This is not a racist slur but there are accents which are difficult to understand. It would not be the first time I get a call from my SP and I can hardly understand what they are calling me for. If it was something important to me, I would pay extra attention, but if it was a commercial offer, I can assure you I didn’t really listen to it and this is a missed opportunity. On the other hand they should be knowledgeable and able to solve the problem or issue in the least possible time. It is tiring to have to wait for 30 minutes, going from agent to agent, department to department….

- Discontinuing the service: There is quite a lot of movement from SP to SP in this segment. There is a set of customers that remain loyal but others that change every so often taking advantage of the new offers. This doesn’t mean that they are unhappy with the service but if there is nothing significant that attaches you to the current SP, price plays an important role. The best we can do is to leave a good feeling because probably in a few years this customer will come back to you and this means to be able to have courtesy even when saying bye. It is not on to harass the customer every couple of hours because he has asked for portability, it is not on to ask the customer in a hostile way why he is leaving for the competitor as if you were telling him off. The customer is free to do what they want, leave or come back… let’s not burn any bridges.

Finally, looking at these two last posts, I realise that it is all about putting the customer’s shoes on, understand their needs and offering them simple solutions. It is not all about offering the newest and fanciest technology!

I am finishing this blog with this post, having looked into a complicated topic, the Telecommunications segment. It is difficult to change the feeling customers have about SPs in general, overall when I have the feeling not all SPs are focused on their clients. And customers realise about it. I suppose or want to believe that this will change eventually but for now we will keep on being them as the necessary evil to be connected with the world…



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