Customer service – knowing what the customer wants

With today’s stepped-up competition and the resulting surplus of goods, consumers are more aware than ever of their power as buyers; they’ve become more critical and view good customer service as a matter of course. Quality and service when purchasing products are prerequisites for customer satisfaction. Unfortunately, however, complaints regarding defective products or poor service are still the order of the day and often lead to a business relationship being terminated.

Customers want to receive direct answers to their questions and immediate solutions to their requests and problems instead of never-ending further inquiries or delays. Knowing customers means serving customers. MOS-TANGRAM software stores all customer contacts and transactions automatically and makes them available to the customer representative at the touch of a button or automatically via ISDN caller identification. The customer’s history (CRM) is saved directly and in complete form in the customer master data. Customer conversations can be conducted without delay; there is no need for long searches or speculation about which event the customer might be referring to. Customers are understood and served at once – and, particularly in critical situations, that leads to customer satisfaction. Just 5% more customer loyalty can increase profits by 25-95% (Reicheld and Schefter, Harvard Business Review, July/August 2000).