Yesterday afternoon I had the opportunity to talk to a potential client.  Invariably I am asked what differentiates us from other HRIS technology providers.  My response always includes the words “customer service” and “partner”.  So today I am beginning a series on Customer Service Assassins.  I will discuss some of the things that will “kill” customer service and customer relations.   

I manage the Services area at Achievant, which is a huge responsibility and one I don’t take lightly since I am the person who has the most contact with our clients.  I know that to our customers, I am the company.  Their feelings about our company will relate directly to their experience with me.  I believe that in any company, the sales force can be limited or enhanced by the efforts of Services group.  You can have a great technology product, but no one will want it if they check references and hear horror stories about poor customer service. 

Usually when a vendor client relationship goes awry it doesn’t happen all at once, it usually happens over time, little by little - one defining moment at a time. Don't be a victim to these subtle assassins.  As a new client you get pretty good customer service, but over time you see that change.  Some of the tell-tale signs are –

• it takes longer and longer for your calls to be returned, if they are returned at all
• you’re on your fourth service rep in one year
• you know more about the product than your service rep
• you don’t know who your service rep is and you haven’t heard from then yet this year

Some of the assassins I’ll discuss are Technology, Miscommunication, Responsiveness and Service Recovery.