{"id":1696,"date":"2013-07-03T16:09:04","date_gmt":"2013-07-03T09:09:04","guid":{"rendered":"http:\/\/science-technology.vn\/?p=1696"},"modified":"2013-07-03T16:09:04","modified_gmt":"2013-07-03T09:09:04","slug":"nguoi-quan-li-dich-vu","status":"publish","type":"post","link":"https:\/\/science-technology.vn\/?p=1696","title":{"rendered":"Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5"},"content":{"rendered":"

M\u1ed9t ng\u01b0\u1eddi vi\u1ebft cho t\u00f4i: \u201cEm t\u1ed1t nghi\u1ec7p trong khoa h\u1ecdc m\u00e1y t\u00ednh nh\u01b0ng ki\u1ebfm \u0111\u01b0\u1ee3c vi\u1ec7c l\u00e0m nh\u01b0 ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 cho m\u1ed9t c\u00f4ng ti d\u1ecbch v\u1ee5 t\u00ednh to\u00e1n m\u00e2y nh\u1ecf. C\u00f4ng ti n\u00e0y \u0111\u00e3 \u0111\u00e0o t\u1ea1o em v\u1ec1 c\u00e1c kh\u00eda c\u1ea1nh k\u0129 thu\u1eadt nh\u01b0 m\u1ea1ng, l\u01b0u gi\u1eef, v\u00e0 an ninh nh\u01b0ng kh\u00f4ng m\u1ea5y v\u1ec1 d\u1ecbch v\u1ee5. Em mu\u1ed1n th\u00e0nh c\u00f4ng trong vi\u1ec7c l\u00e0m n\u00e0y. Th\u1ea7y c\u00f3 l\u1eddi khuy\u00ean n\u00e0o kh\u00f4ng?”<\/span><\/p>\n

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\u0110\u00e1p: Y\u1ebfu t\u1ed1 then ch\u1ed1t \u0111\u1ec3 th\u00e0nh c\u00f4ng trong qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 l\u00e0 s\u1ef1 tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng. L\u00ed do l\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 ch\u1ecdn l\u1ef1a trong vi\u1ec7c ch\u1ecdn ai h\u1ecd mu\u1ed1n l\u00e0m kinh doanh c\u00f9ng. Kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi gi\u00e1 tr\u1ecb cho ti\u1ec1n c\u1ee7a h\u1ecd b\u1eb1ng kh\u00f4ng h\u1ecd c\u00f3 th\u1ec3 chuy\u1ec3n sang ai \u0111\u00f3 kh\u00e1c. N\u1ebfu kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y kh\u00f4ng tho\u1ea3i m\u00e1i v\u1ec1 c\u00e1ch h\u1ecd \u0111\u00e3 b\u1ecb \u0111\u1ed1i x\u1eed, h\u1ecd s\u1ebd k\u1ec3 cho b\u1ea1n b\u00e8 h\u1ecd v\u1ec1 \u0111i\u1ec1u \u0111\u00f3. Ng\u00e0y nay, h\u1ecd c\u00f3 th\u1ec3 \u0111\u0103ng \u00fd ki\u1ebfn c\u1ee7a h\u1ecd l\u00ean websites, Facebook, hay Twitter th\u00ec \u0111\u1ed9t nhi\u00ean c\u00f4ng ti c\u00f3 th\u1ec3 m\u1ea5t nhi\u1ec1u kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. M\u1eb7t kh\u00e1c, n\u1ebfu b\u1ea1n chuy\u1ec3n giao h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng t\u1ed1t, c\u00f9ng \u0111i\u1ec1u \u0111\u00f3 c\u00f3 th\u1ec3 c\u00f3 t\u00e1c d\u1ee5ng t\u1ed1t cho b\u1ea1n n\u1eefa. B\u1eb1ng vi\u1ec7c chuy\u1ec3n giao d\u1ecbch v\u1ee5 t\u1ed1t, b\u1ea1n s\u1ebd c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng.<\/p>\n

Ng\u00e0y nay ph\u1ea7n m\u1ec1m l\u00e0 d\u1ecbch v\u1ee5 cho n\u00ean vi\u1ec7c c\u1ee7a ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 \u0111\u00e3 tr\u1edf th\u00e0nh vi\u1ec7c l\u00e0m quan tr\u1ecdng trong c\u00f4ng ti. B\u1ea1n l\u00e0 \u0111\u1ea1i di\u1ec7n c\u1ee7a c\u00f4ng ti. B\u1ea1n l\u00e0 ng\u01b0\u1eddi kh\u00e1ch h\u00e0ng th\u1ea5y \u0111\u1ea7u ti\u00ean v\u00e0 b\u1ea5t k\u00ec \u0111i\u1ec1u g\u00ec h\u1ecd ngh\u0129 v\u1ec1 b\u1ea1n c\u0169ng l\u00e0 \u0111i\u1ec1u h\u1ecd ngh\u0129 v\u1ec1 c\u00f4ng ti c\u1ee7a b\u1ea1n. \u1ea4n t\u01b0\u1ee3ng \u0111\u1ea7u ti\u00ean v\u1ec1 b\u1ea1n s\u1ebd x\u00e1c \u0111\u1ecbnh li\u1ec7u kh\u00e1ch h\u00e0ng c\u00f3 mu\u1ed1n l\u00e0m kinh doanh v\u1edbi c\u00f4ng ti c\u1ee7a b\u1ea1n hay kh\u00f4ng. M\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c d\u1ef1a tr\u00ean tin c\u1eady. Kh\u00f4ng c\u00f3 tin c\u1eady, kh\u00f4ng th\u1ec3 c\u00f3 chuy\u1ec7n h\u1ecd s\u1ebd l\u00e0m kinh doanh v\u1edbi c\u00f4ng ti c\u1ee7a b\u1ea1n cho n\u00ean b\u1ea1n ph\u1ea3i h\u1ecdc c\u00e1ch thu \u0111\u01b0\u1ee3c tin c\u1eady c\u1ee7a h\u1ecd.<\/p>\n

\u0110\u1ec3 b\u1eaft \u0111\u1ea7u, b\u1ea1n ph\u1ea3i \u0111\u1ea1i di\u1ec7n cho b\u1ea3n th\u00e2n b\u1ea1n b\u1eb1ng c\u00e1ch b\u1ea1n \u0103n m\u1eb7c v\u00e0 c\u00e1ch b\u1ea1n n\u00f3i chuy\u1ec7n. B\u1ea1n kh\u00f4ng ph\u1ea3i \u0103n m\u1eb7c di\u1ec7n b\u1ea3nh hay \u0111\u1eaft ti\u1ec1n nh\u01b0ng ph\u1ea3i c\u00f3 t\u00ednh chuy\u00ean nghi\u1ec7p. Qu\u1ea7n \u00e1o l\u00e0 \u1ea5n t\u01b0\u1ee3ng \u0111\u1ea7u ti\u00ean v\u1ec1 b\u1ea1n. H\u00ecnh dung r\u1eb1ng m\u1ed9t kh\u00e1ch h\u00e0ng mu\u1ed1n k\u00ed h\u1ee3p \u0111\u1ed3ng tr\u1ecb gi\u00e1 h\u00e0ng tr\u0103m ngh\u00ecn \u0111\u00f4 la. Ng\u01b0\u1eddi \u0111\u1ea1i di\u1ec7n t\u1edbi trong b\u1ed9 qu\u1ea7n \u00e1o c\u0169 r\u00edch b\u1ea9n th\u1ec9u v\u00e0 kh\u00f4ng \u0111\u01b0\u1ee3c ch\u0103m ch\u00fat. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ngh\u0129: \u201cD\u01b0\u1eddng nh\u01b0 ng\u01b0\u1eddi n\u00e0y \u0111\u00e3 kh\u00f4ng t\u1eafm c\u1ea3 th\u00e1ng v\u00e0 qu\u1ea7n \u00e1o anh ta b\u1ea9n th\u1ebf. C\u00f3 th\u1ec3 c\u00f4ng ti n\u00e0y c\u0169ng k\u00e9m v\u00e0 c\u00f3 th\u1ec3 s\u1eafp h\u1ebft kinh doanh s\u1edbm. Ch\u00fang ta n\u00ean t\u00ecm c\u00f4ng ti kh\u00e1c.\u201d Gi\u00e1 c\u00f3 h\u1eddi th\u1ebf n\u00e0o c\u0169ng ch\u1eb3ng th\u00e0nh v\u1ea5n \u0111\u1ec1, t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng \u0111\u00e3 quy\u1ebft \u0111\u1ecbnh r\u1ed3i. Ng\u01b0\u1eddi \u0111\u00f3 s\u1ebd kh\u00f4ng l\u00e0m kinh doanh v\u1edbi c\u00f4ng ti n\u00e0y.<\/p>\n

Nhi\u1ec1u ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 th\u00edch n\u00f3i v\u00e0 c\u00f3 th\u1ec3 d\u00e0nh h\u00e0ng gi\u1edd n\u00f3i v\u1ec1 c\u00f4ng ti c\u1ee7a h\u1ecd. V\u1ea5n \u0111\u1ec1 l\u00e0 kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n nghe n\u00f3i v\u1ec1 c\u00f4ng ti. H\u1ecd mu\u1ed1n gi\u1ea3i th\u00edch v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd \u0111\u1ec3 cho b\u1ea1n c\u00f3 th\u1ec3 gi\u1ea3i\u00a0 quy\u1ebft cho h\u1ecd. Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 gi\u1ecfi ph\u1ea3i c\u00f3 k\u0129 n\u0103ng nghe, KH\u00d4NG ph\u1ea3i k\u0129 n\u0103ng n\u00f3i. Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 KH\u00d4NG ph\u1ea3i l\u00e0 ng\u01b0\u1eddi b\u00e1n h\u00e0ng \u1edf th\u1ecb tr\u01b0\u1eddng m\u00e0 l\u00e0 ng\u01b0\u1eddi chuy\u00ean nghi\u1ec7p c\u00f3 c\u00f4ng vi\u1ec7c l\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1edb r\u1eb1ng b\u1ea1n \u0111ang cung c\u1ea5p d\u1ecbch v\u1ee5, kh\u00f4ng b\u00e1n s\u1ea3n ph\u1ea9m.<\/p>\n

Nhi\u1ec1u ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 th\u00edch \u0111\u01b0a ra l\u1eddi h\u1ee9a ch\u1ec9 \u0111\u1ec3 \u0111\u01b0\u1ee3c vi\u1ec7c kinh doanh nh\u01b0ng kh\u00f4ng theo d\u00f5i k\u0129. H\u1ecd tin chuy\u1ec3n giao d\u1ecbch v\u1ee5 l\u00e0 tr\u00e1ch nhi\u1ec7m c\u1ee7a ai \u0111\u00f3 kh\u00e1c. Kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u1eebng \u0111\u01b0\u1ee3c l\u1eddi h\u1ee9a v\u1ec1 c\u00e1i g\u00ec \u0111\u00f3 m\u00e0 kh\u00f4ng \u0111\u01b0\u1ee3c chuy\u1ec3n giao nh\u01b0 \u0111\u01b0\u1ee3c h\u1ee9a s\u1ebd th\u1ea5t v\u1ecdng v\u00e0 gi\u1eadn d\u1eef. B\u1ea1n ph\u1ea3i h\u1ecdc vi\u1ec7c \u0111\u1eb7t mong \u0111\u1ee3i \u0111\u00fang v\u00e0 l\u00e0m vi\u1ec7c th\u01b0\u1eddng xuy\u00ean v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c trong c\u00f4ng ti \u0111\u1ec3 ch\u1eafc r\u1eb1ng d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c chuy\u1ec3n giao nh\u01b0 l\u1eddi h\u1ee9a. M\u1ecdi ng\u01b0\u1eddi trong c\u00f4ng ti c\u0169ng ph\u1ea3i hi\u1ec3u r\u1eb1ng tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 quan tr\u1ecdng. Kh\u00f4ng c\u00f3 h\u1ecd, kh\u00f4ng c\u00f3 c\u00f4ng ti v\u00e0 kh\u00f4ng c\u00f3 vi\u1ec7c l\u00e0m. M\u1ecdi ph\u00f2ng ban \u0111\u1ec1u ph\u1ea3i l\u00e0m vi\u1ec7c c\u00f9ng nhau \u0111\u1ec3 \u0111\u1ea1t t\u1edbi tho\u1ea3 m\u00e3n kh\u00e1ch h\u00e0ng. \u0110\u1eebng bao gi\u1edd h\u1ee9a c\u00e1i g\u00ec m\u00e0 b\u1ea1n kh\u00f4ng th\u1ec3 gi\u1eef \u0111\u01b0\u1ee3c l\u1eddi.<\/p>\n

Ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 gi\u1ecfi ph\u1ea3i c\u00f3 t\u00ednh \u0111\u00e1p \u1ee9ng v\u1edbi s\u1ef1 quan t\u00e2m c\u1ee7a kh\u00e1ch h\u00e0ng. Khi nh\u1eadn \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u, b\u1ea1n ph\u1ea3i tr\u1ea3 l\u1eddi mau l\u1eb9 trong v\u00f2ng 24 gi\u1edd qua \u0111i\u1ec7n tho\u1ea1i hay email. B\u1ea5t k\u00ec v\u1ea5n \u0111\u1ec1 g\u00ec m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u1ec1u ph\u1ea3i \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng v\u00e0 \u0111\u00fang h\u1ea1n. Ch\u1eb3ng h\u1ea1n, m\u1ed9t s\u1ea3n ph\u1ea9m k\u00e9m ph\u1ea3i \u0111\u01b0\u1ee3c thay th\u1ebf; m\u1ed9t d\u1ecbch v\u1ee5 k\u00e9m ph\u1ea3i \u0111\u01b0\u1ee3c ho\u00e0n ti\u1ec1n. Ng\u00e0y nay nhi\u1ec1u c\u00f4ng ti \u0111ang d\u00f9ng m\u00e1y t\u1ef1 \u0111\u1ed9ng tr\u1ea3 l\u1eddi \u0111i\u1ec7n tho\u1ea1i \u0111\u1ec3 ti\u1ebft ki\u1ec7m chi ph\u00ed. V\u1edbi doanh nghi\u1ec7p d\u1ecbch v\u1ee5, \u0111\u00e2y l\u00e0 \u00fd t\u01b0\u1edfng t\u1ed3i v\u00ec h\u1ea7u h\u1ebft kh\u00e1ch h\u00e0ng \u0111\u1ec1u mu\u1ed1n n\u00f3i chuy\u1ec7n v\u1edbi ng\u01b0\u1eddi h\u01a1n l\u00e0 m\u00e1y. N\u1ebfu kh\u00e1ch h\u00e0ng kh\u00f4ng tho\u1ea3i m\u00e1i, ng\u01b0\u1eddi \u0111\u00f3 s\u1ebd n\u00f3i l\u1eddi t\u1ea1m bi\u1ec7t c\u00f4ng ti c\u1ee7a b\u1ea1n.<\/p>\n

Nhi\u1ec1u kh\u00e1ch h\u00e0ng kh\u00f4ng th\u00edch l\u00e0m kinh doanh v\u1edbi c\u00f4ng ti m\u1edbi. \u0110\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c kinh doanh c\u1ee7a h\u1ecd, b\u1ea1n ph\u1ea3i l\u00e0m nhi\u1ec1u h\u01a1n \u0111\u1ec3 l\u00e0m h\u00e0i l\u00f2ng h\u1ecd. V\u1ea5n \u0111\u1ec1 l\u00e0 b\u1ea1n \u0111o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u1ebf n\u00e0o? N\u1ebfu b\u1ea1n \u0111o b\u1eb1ng s\u1ed1 nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n b\u1ea1n \u0111ang nh\u1eadn \u0111\u01b0\u1ee3c th\u00ec b\u1ea1n s\u1ebd b\u1ecb ng\u1ea1c nhi\u00ean l\u1edbn. Ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng kh\u00f4ng b\u1eadn t\u00e2m n\u00f3i cho b\u1ea1n v\u1ec1 vi\u1ec7c kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd, h\u1ecd \u0111i ngay sang \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a b\u1ea1n. N\u1ebfu b\u1ea1n h\u1ecfi h\u1ecd li\u1ec7u h\u1ecd c\u00f3 \u0111\u01b0\u1ee3c h\u00e0i l\u00f2ng kh\u00f4ng, b\u1ea1n \u0111\u1ec3 cho h\u1ecd bi\u1ebft r\u1eb1ng tho\u1ea3 m\u00e3n c\u1ee7a h\u1ecd l\u00e0 quan tr\u1ecdng cho b\u1ea1n cho n\u00ean ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 ph\u1ea3i t\u00edch c\u1ef1c ki\u1ec3m tra, h\u1ecfi han v\u00e0 trao \u0111\u1ed5i v\u1edbi kh\u00e1ch h\u00e0ng. N\u1ebfu b\u1ea1n kh\u00f4ng n\u00f3i v\u1edbi h\u1ecd th\u01b0\u1eddng xuy\u00ean nh\u01b0 m\u1ed9t ph\u1ea7n c\u1ee7a vi\u1ec7c chuy\u1ec3n giao d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n, b\u1ea1n \u0111ang b\u1ecf l\u1ee1 c\u01a1 h\u1ed9i l\u1edbn \u0111\u1ec3 c\u1ea3i ti\u1ebfn doanh nghi\u1ec7p c\u1ee7a b\u1ea1n.<\/p>\n

Ng\u00e0y nay nhi\u1ec1u c\u00f4ng ti \u0111ang d\u00f9ng website \u0111\u1ec3 qu\u1ea3ng c\u00e1o cho doanh nghi\u1ec7p c\u1ee7a h\u1ecd. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 website c\u00f3 th\u00f4ng tin li\u00ean h\u1ec7 nh\u01b0 \u0111\u1ecba ch\u1ec9 e-mail \u0111\u1ec3 kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u th\u00f4ng tin, h\u1ecfi c\u00e2u h\u1ecfi, v\u00e0 b\u00e1o c\u00e1o v\u1ea5n \u0111\u1ec1. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 c\u00f3 (c\u00e1c) s\u1ed1 \u0111i\u1ec7n tho\u1ea1i n\u01a1i b\u1ea1n c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111\u1ea1t t\u1edbi. Website c\u1ee7a b\u1ea1n ph\u1ea3i \u0111\u01b0\u1ee3c t\u1ea1o ra m\u1ed9t c\u00e1ch chuy\u00ean nghi\u1ec7p theo c\u00e1ch m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u00ecm th\u1ea5y th\u00f4ng tin d\u1ec5 d\u00e0ng. Website c\u1ee7a b\u1ea1n \u0111\u1ea1i di\u1ec7n cho c\u00f4ng ti; n\u00f3 l\u00e0 b\u1eadc \u0111\u00e1 tr\u01b0\u1edbc c\u1ee7a b\u1ea1n v\u00e0 c\u00e1ch n\u00f3 \u0111\u01b0\u1ee3c t\u1ed5 ch\u1ee9c \u0111\u1ea1i di\u1ec7n cho c\u00f4ng ti; n\u00f3 l\u00e0 m\u1eb7t ti\u1ec1n c\u1ee7a b\u1ea1n v\u00e0 c\u00e1ch n\u00f3 \u0111\u01b0\u1ee3c t\u1ed5 ch\u1ee9c c\u0169ng ph\u1ea3n \u00e1nh c\u00e1ch c\u00f4ng ti l\u00e0m kinh doanh.<\/p>\n

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—-English version—-<\/p>\n

 <\/p>\n

Service Manager<\/p>\n

A person wrote to me: \u201cI graduated in Computer Science but got a job as service manager for a small Cloud Computing service company. The company trained me on technical aspects such as network, storage, and security but not much on service. I want to succeed in this job. Do you have any advices?”<\/p>\n

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Answer: The key factor to succeed in service management is customer satisfaction. The reason is customers have a choice in selecting who they want to do business with. Customers demand value for their money else they can go to somebody else. If customers feel bad about how they have been treated, they will tell their friends about it. Today, they can post their opinions on websites, Facebook, or Twitter then suddenly the company could lose a lot of potential customers. On the other hand, if you deliver good customer support, the same thing could work well for you too. By deliver good service, you will have many customers.<\/p>\n

Today software is a service so the job of service manager has become the most important job in the company. You are the representative of the company. You are the person that the customer sees first and whatever they think of you is also what they think about your company. The first impression of you will determine whether customers want to do business with your company or not. Customer\u2019s relationship is based on trust. Without trust, it is unlikely that they will do business with your company so you must learn how to earn their trust.<\/p>\n

To start, you must represent yourself by the way you dress and the way you talk. You do not have to dress up nicely or expensively but professionally. Clothing is the first impression of you. Imagine that a customer want to sign contract worth hundred thousand dollars. The representative come in dirty old clothes and not well prepared. Customer may think: \u201cIt seems this person has not had a bath in months and his clothes are so dirty. Maybe this company is also bad and may go out of business soon. We should look for another company\u201d. No matter how good is the price, customer\u2019s mind already made up. He is not going to do business with this company.<\/p>\n

Many service managers love to talk and could spend hours talking about their companies. The issue is customers do not want to listen to a speech about a company. They want to explain their problems so you can solve for them. A good service manager must have listening skills, NOT talking skills. A service manager is NOT a salesperson in the market but a professional people whose job is to solve customers\u2019 problem. Remember that you are providing a service, not selling a product.<\/p>\n

Many service managers like to make promise just to get the business but not follow through. They believe deliver the services is somebody else responsibility. Customers who have been promised something that is not delivered as promised will be disappointed and angry. You must learn to set the expectations correctly and constantly work with other people within the company to make sure that the service is delivered as promise. Everyone in the company must also understand that customer\u2019s satisfaction is important. Without them, there is no company and no jobs. All departments should work together to achieve customer satisfaction. Never promise something that you cannot keep.<\/p>\n

A good service manager must being responsive to customers\u2019 concerns. When receive a request, you must answer promptly usually within 24 hours in telephone or email. Any problems that customers have must be dealt with quickly and timely. For example, a bad product must be replaced; a bad service must be refunded. Today many companies are using machine answering phone system to save cost. For service business, this is a bad idea because most customers like to talk to a person rather than a machine. If customer is unhappy, he will say goodbye to your company.<\/p>\n

A lot of customers do not like to do business with a new company. In order to get their business, you have to do more to please them. The question is how do you measure customer satisfaction? If you are measuring by the number of complaints you are receiving then you will be in for a big surprise. Most customers do not bothers to tell you about their un-satisfaction, they just go to your competitors. If you are asking them if they are satisfied, you let them know that their satisfaction is important to you so service manager must be actively checking, asking and communicating with customers. If you do not talk to them often as part of your service delivery, you are missing a big opportunity to improve your business.<\/p>\n

Today many companies are using website to advertise for their business. It is important that website has contact information such as e-mail addresses for customers to request information, ask questions, and reporting problems. It is important to have telephone number(s) where you can be reached. Your website must be created professionally in a way that customers can find information easily. Your website represents the company; it is your storefront and how it is organized also reflects how the company does business.<\/p>\n

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