With regards to IT management as well as client expectations, no news is certainly good news. If the telephones will not ring at the front desk and everything is going well, or at least we are hoping so. In general, in IT management, the amount of complaints acquired are the metric utilized to baseline whether the job is done correctly or not. On the other hand, this is not always the case. There will always be silent majority who will try to avert utilizing the service without making any efforts to fix the issue. I recall going to a sales symposium on the client satisfaction and hearing a story regarding a gas station on a crowded motorway that was experiencing decreasing revenues. The proprietor did everything. He tried to paint the station, place a new signage as well as added a hot food, but is still experiencing loss. Until such time, the gas station was on the brink of bankruptcy that a seasonal conversation about the losses with a friend unfolded the delinquent with his business was due to lack of amenities and services, but has the wash rooms. The owner had a bad reputation or keeping the wash rooms clean. In addition, he assumed that the cleaners will do their jobs. And this impression to the wash rooms affected the business so much. And, instead of complaining they would just drove another miles just to reach the next service station. Look up customer experience management for more information.
Client churn - in the environment of a service provider, this is called as customer churn. The service providers will do all his might to lock a client into a contract so as to decrease the number of sales churn. Without contracts, the perception of the client on the performance and reliability can change right away, such as a newspaper article saying that a new service provided has the most innovative network as well as maximum speed.
In addition, the network outage that may be more than the control of the service provider can create a negative influences. The internet and mobile phone subscribers are continuously searching for two things: cost effective pricing as well as best performance. And the same applies to any businesses that are service-oriented. Maintaining the satisfaction level of the clients while increasing growth is a hard balancing move. If you will scale back support resources, then there will be a direct and unwanted influences on the profitability. Find the best customer experience companies online now to get started.
If you want to know more about customer service in general, check out http://en.wikipedia.org/wiki/Customer_service.