RSS

Korisnički servis – 5 pravila/ 5 basics of customer service

20 Nov

Scroll down for English

Ok,u predhodnom postu sam obećala pisati o tome Kako? biti društveno odgovoran.

Malo su me putovanja omela da to bude ranije, ali slučaj nemarnosti i kratkovidosti od pre par dana me naveo da nadjem vremena za ovaj kutak.
Cilj svake kompanije je da privuče što više klijenata (kupaca, korisnika i inih). Znači prvo i osnovno, treba biti odgovoran prema svojim klijentima i pružiti ono što obećavate. Nije poenta obećati “kule i gradove”, na kraju krajeva to su samo bajke, ali kad se te bajke ne ostvare, pa se sazna za Velikog Strašnog Vuka zvanog Laž, e tu počinje noćna mora od koje ljudi beže. Poverenje uvek i stalno donosi profit. Sve ostalo je prolazno. Dakle, ne obećavajte nešto što ne možete u potpunosti ostvariti. Već sam pomenula, informacije su svima dostupne, danas se šire brže nego ikad, i najsitnija laž se primeti i onda bude “veća dara nego mera”.
Kada kažem laž mislim na sve oblike nepoštovanja. Jer ako je na primer poštovanje i briga o klijentu deo poslovne politike kompanije, svako nepoštovanje i nebriga tu tvrdnju karakterišu kao laž.
Elem, dugogodišnji sam i verni korisnik Telenor Crna Gora. Da me pitate zašto…hm…moram da se zamislim i prisetim…ah da! Nekada davno dok sam bila i ja student moji frendovi su počeli ploviti, dakle smucati se po belom svetu, i jedina mreža (od cele dve u tom momentu) koja je imala pokriven veći deo sveta nego li ona druga mreža, bila je Promonte, današnji Telenor.
E sad, nije da sam svih ovih godina koristila jedan te isti broj ali je to uvek bila ista mreža i uvek postpaid račun.
Jednom mi se desilo da sam kupila prepaid broj i otišla sa njim u inostranstvo.Problem je nastao po samom prelasku granice. Pokušavam javiti ekipi da me sačekaju na stanici jer “sve svoje sobom nosim” pa mi dve ruke malo, ali vraga! Ne mogu da uspostavim vezu. Proveravam stanje na računu, regularno nešto preko 2evra. Obzirom da sam u Srbiji, dakle najjeftiniji mogući roming od svih rominga, sasvim dovoljno da makar vezu uspostavim, ali…I dalje ne mogu da telefoniram. I ne dobijam nikakvo obaveštenje već se samo veza ne uspostavlja. I tako budem prinudjena da kupim karticu domaćeg operatera i priča za taj dan ima srećan kraj, koliko toliko…
To se desilo pre 3-4 godine i po povratku u CG odmah prebacim i taj broj na postpaid.

Sadašnje vreme.   Pre mesec dana kupim opet prepaid karticu samo da bih dokazala sebi da sa postpaid solucijom manje trošim. Čim je račun sišao prvi put ispod 1evra počinjem da se nerviram. Bogu iza tregera sam, nema šanse da igde stignem peške, dakle taxi je jedino rešenje ali jok! Ne mogu da nazovem jer nemam dovoljno na računu. Ko ti je kriv Itana kad imaš žurku u glavi pa pojedinima iz te skupine moraš da se dokazuješ. I tu rešim dosta je bilo igranja, pri povratku u civilizaciju vraćam se na staro. Ipak nisam to učinila jer su sledile pripreme za put i za tren oka sam bila u avionu.

Slećem na aerodrom, šaljem poruku servisu zvanom Zabrinuta Mama da sam sletela. Na ekranu piše “poruka poslata”. Ok, beskonačni sastanci, čitaj naredna 4 sata, evo me!
Dok ja tako sastančim, u drugoj državi, onaj servis već počinje da paniči. Jer poruku NIJE dobila. I što je još gore ne može ni mene da dobije! I taman u momentu kada izlazim sa sastanka stiže mi poruka da je račun dopunjen. Tek tad se setim da je to ono čega nisam mogla da se setim pred put “a znam da sam trebala još nešto da uradim”. Ali na računu je i ovaj put bilo nešto manje od 2evra(samo da se razumemo opet sam u komšiluku,dakle trebalo bi biti dovoljno makar za poruku). Čim mi je dopunila račun mama je i vezu uspostavila i osula paljbu, kako to samo mame umeju, a ja pojma nemam o čemu se radi. Sporazumemo se nas dve čim je shvatila da joj je dete živo i zdravo.
Ok, mama je razumela ali po otvaranju svog voljenog mail-a shvatam da je i jedan poslovni partner zabrinut. O-ooo! Srećom pa saradjujem sa razumnim ljudima.
Dobro Itana zar nisi ništa naučila prošli put kad si se nosala sa prepaidom?
Ok my bad. Trebalo je da mislim o tome ranije.
Elem, nedelju dana kasnije, tj 16.11. vraćam se kući i prvo što radim je da odem u poslovnicu Telenora i prebacim prepaid na postpaid. Uredno je sve uradjeno, moja nova postpaid kartica bila brzo aktivirana i svi srećni i zadovoljni…aha…
Zbog prirode posla obavljam puno razgovora sa inostranstvom. I tako, dan nakon zamene kartice, 17.11. javlja se potreba za takvim jednim razgovorom. “Vaši pozivi su blokirani”…još jedan pokušaj…”Vaši pozivi su blokirani”…poziv gore pomenutom Mama Servisu (dakle lokalni, u istoj smo državi) i opet isto.
U redu, zovemo korisnički servis. “Za ovu opciju pritisnite taj i taj broj…” i tako sve dok ne nestane cifara a o kontaktu sa operaterom ni traga ni glasa. Rešim ja da razbijem mit, što bi rekla moja divna drugarica, “o kontaktu sa operaterom Telenora” i isprobam sve “opcije”. Za polovinu sam obaveštena da mi nije dostupna, izmedju ostalog i provera stanja na računu…ali moja tvrdoglavost se isplatila na kraju i čujem konačno sa druge strane živo biće umesto automata. Pitam ja zašto ne mogu da obavljam pozive a on meni kaže ono čuveno “Kod nas je sve u redu.Probajte da izgasite telefon pa ponovo upalite” (da mi je bilo do šale verovatno bih pitala trebam li zvati i vatrogasce ako počne da dimi). Dobro, pomislim ja, će da probam. Naravno da se ništa nije promenilo a i već je kasno doba noći pa više i ne vredi bilo šta pokušavati. Sutra je novi dan.
18.11. To jutro uspevam regularno da dobijem svoju milu majčicu i sva srećna biram onaj broj u inostranstvu…i pogadjate šta čujem…”Vaši pozivi su blokirani”…noćna mora…U tom momentu nemam vremena da se bakćem sa operaterom i koristim drugi broj da obavim poziv (broj koji inače služi samo za pozivanje porodice i isključivo za to, ali razgovor je važan i hitan pa kršim jedno od svojih osnovnih pravila poslovanja).
Isti dan popodne odlučim da razrešim misteriju i opet se upuštam u misiju zvanu “Operater” (razmišljam racionalno šta bi Ethan Hunt uradio u ovakvoj situaciji). Sa jednim operaterom se prekida veza samo što sam rekla Dobar Dan. Druga sreća. Ljubazni operater mi odmah saopštava da vidi problem, da moji odlazni pozivi prema inostranstvu jesu blokirani ali…(znala sam da ću čuti ovakav redosled ta tri slova) kolega koji to može popraviti radi samo u prvoj smeni, pa da nazovem sutra izmedju 8 i 14 časova ponovo. Helloooooo!?! Zahvalim se uredno na pomoći, bez i jedne trunke nervoze, ma ni u najavi. Jer ipak, shvatam da nije on kriv i da istresanjem svog nezadovoljstva na njega neću ništa postići. Osim da se on oseti neprijatno zbog greške kompanije.
Dakle sutra dan, tj 19.11., konačno su mi ti pozivi odblokirani.Sve je trajalo 15 sekundi. Potpuno bezbolno.Nisam ni osetila…aha…osim agonije koja je trajala dva prethodna dana.

Ok, šta je moja poenta. Na sajtu Telenora lepo piše, lepim slovima, koja trepere, oči da izbiju, ne možete da ih promašite “Korisnički servis vam je na raspolaganju 24 sata na dan, svih 7 dana u nedelji”. A ja kažem : Trebalo mi je 15 minuta da shvatim kako doći do operatera na tom servisu, a usput shvatim da mi pola opcija nije dostupno. Operater Br 1 nije u opšte registrovao grešku,dakle negacija. Veza sa Operaterom Br 2 se prekinula posle 2 sekunde, dakle loša veza. Operater Br 3 prihvata odgovornost ali nije sposoban da reši problem niti da prenese kolegama koji su osposobljeni za rešavanje istog. Tako da sam ja primorana da čekam svanuće sledećeg dana i Operatera br 4 koji rešava problem za 15 sekundi.

Osnov dobrog korisničkog servisa :

  1. Uspostaviti kontak/odgovoriti na poziv/poruku/tweet #socialmedia #friendly #transparent
  2. Ne obećavajte ono što ne možete da ispunite – ispunjavanjem obećanja stičemo poverenje što klijente vraća na vaša vrata #trust
  3. Rešavajte probleme – niko ih ne voli, ali ako se ignorišu neće nestati #dealwithit što nas dovodi do sledećeg
  4. Priznajte grešku – ljudski je grešiti, a ljudskost je ono što je na ceni #justahumanbeing #sincere
  5. Obučite zaposlene – makar to bila obuka opšte kulture ponašanja #littlethings

Toliko za danas. I samo da napomenem, nije ovo napisano da bi se blatio Telenor. Samo želim skrenuti pažnju kao korisnik šta bi trebalo izmeniti u cilju poboljšanja, a na obostranu radost. I obećavam da ću to od sada raditi češće jer Dobre stvari pokreću svijet 🙂

 

 

Ok at the previous post I promised to talk about How? to be socially responsible.

I was distracted by some traveling last couple of weeks, but one case of negligence and shortsightedness reminded me to find time for this part of the world.

Every company goal is to attract more clients(customers, users ect). So first and elementary thing is to be responsible to your clients and provide what you have promised. You can not promise the pie in the sky if it is obvious it is nothing more than a dream. Dream is nothing more than a fairy tale, and when you find out about Big Bad Wolf that is when the nightmare begins. And you run as fast and far from there as you can. Thrust is what makes profit. Everything else is temporarily. So, do not promise if you can not deliver. As I mentioned many times before, information are available everywhere and to everyone, and spread around faster than ever before. The smallest lie is revealed and you find your self bite more than you can chew.

When I say “lie” I mean all sort of disrespect. Let’s take for example respect and care about the client as a part of every company politics, negligence and disrespect turns that statement into a lie. That simple.

So, I am a faithful client of Telenor Montenegro for years now. If you now ask me Why…hmmm…when I think about it…oh,yeah. Long time ago when I was stil at the Faculty my friends started sailing all around the world and only one network (out of two existing at that moment) had coverage bigger part of the world then the other network. Back then it was Promonte, Telenor these days.

Now, to be honest it’s not like I have used only one number all these years, and it was always the same network and always a postpaid account.

One time I bought a prepaid number and went abroad. The problem appeared as soon as I crossed the border. I was trying to let my gang know that I am on my way to visit them, so that they meet me at the train station cause Itana carries more than can fit in her two small hands, but no! I can not connect to the network. Checking the account, something over 2 euros. Since I am in the neighborhood country Serbia, so the least expensive roaming possible, more than enough to at least make the connection not to mention sending sms, but…still nothing. I am not getting any notification just can not make the connection. So I am forced to buy new number from the domestic network operator once I was at the destination. So yes, it was a happy end more less but only after struggling with my luggage for whole block of buildings…

That was 3-4 years ago and as soon as I got back to Montenegro I switched that prepaid to postpaid.

Present time. A month ago I bought a prepaid number again just to prove to my self that postpaid solution is cheaper. As soon as the account had less than 1 euro for the first time it started getting on my nerves. I was somewhere far and away of  civilization and the only Way Back would be by cab, but no! I can not make a call, informs me the scary voice from the automat, because there is not enough available funds at the account. Your bad Itana, you are the one with the crowded head and in need to explain its attendants all your actions. At that moment my only thoughts were to switch to postpaid as soon as I get my hands on civilization. But unfortunately did not have time to do it cause next thing I know I was on a plain on my way to a business meeting.

After checking at the border I was immediately texting the service called Worried Mum to let her know I landed safe and sound. The screen sad Message Sent. OK, endless meetings here I come!

Four hours later while I am in another country, having meetings, that Mum Service is panicking. Because she did NOT get the message. And what’s worst she can not reach me! At the same moment I am coming out of the meeting I receive a message that my account was “refueled”. Only then I remembered what was “that one thing I could not remember to do” before the trip. This time the account had couple of cents under 2 euros ( just to make sure we are on the same page, again neighborhood country, cheep roaming, so should be enough for the sms). As soon as I got that information (it was of course my mum who refueled it) she got trough to me and started lecturing. When she realized her baby is safe and sound I managed to explain everything.

OK, Mum understood but an email from a business associate proved my fears. He was worried. Thank God I choose who I do business with and found understanding.

Itana darling have not you learn by now not to mess around with prepaid account?

My bad. Should have think about it sooner.

Alas, a week later, to be precise on the 16th of November home at last. First thing first, straight to Telenor to switch account. Everything done, no problem, my new postpaid number was activated in short time…what a joy.

Cause of the nature of my business I have a lot of international calls. Tomorrow, 17.11., there is a need for such call. “Your calls have been blocked”…one more try…”Your calls have been blocked”…Calling my emergency service – Mum Service ( local call, we were in the same country last time I checked ) but again the same info on blocked calls.

OK , time for custumer service call. “For this option press that number…” and so on until you ran out of numbers but yet not a word on contacting the operator. So I decide to bust that myth of “ghost-unreachable-operator” and being persistent as I am, trying all numbers and “options”. For half of the options I was informed they are not available for me, among which was the option of checking the account…my stubbornness served the cause and finally I got to the live human being instead of automate. On my question why are my calls blocked he sad I can not see anything wrong at our system, and well known sentence : “Try turning off your cell and turn it on again”. OK it won’t hurt me if I try. And ofcours nothing changed and since it is after 10pm, too late to make any calls, I gave up. Tomorrow is a new day John.

18.11. This morning I managed to call my Mum without a problem. So with a good faith in the Human Race and it’s achievements in technology I dial that foreign number…and guess what…again I can hear…”Your calls have been blocked”…nightmare all over again…At that point I do not have time to play games with custumer service. Will make a call from the personal number (number meant to use only when calling family and friends, but it is urgent so I break one of my basic business rules).

Same day in the afternoon I want to resolve the mystery and go on a mission called “Operator” ( been thinking what would Ethan Hunt do in my shoes). After reaching one operator the line brakes just after I sad “Hello.”. Second is a charm. Kind operator immediately sees the problem, but…( somehow I knew that I will hear these three letters in this exact order) service that can solve the problem is operating only in the morning shift so I need to call again tomorrow between 8 and 14 o’clock. Helooouuuuu!?! I thank him kindly for his help, for I realize after all it is not his fault and if I argue with him will not achieve nothing but  making him feeling bad for the mistake of the company.

Next day (is anyone counting the days), on the 19th of November, finally my calls have been unblocked. It took them only 15 seconds. Totally painless. I did not feel a thing…sure…except my agony which lasted for previous two days.

OK, what is my point. At the website of Telenor you can see in can-not-miss-it letters, flashing all over, “The customer service is at your disposal 24 hours a day, seven days a week.” And I say : It took me 15 minutes to realize how to reach the operator in their service, and at the same time realize that half of those options are not available for me. Operator No1 did not even register the problem, so in denial. The line brake when I got to the Operator No2 after 2 seconds, so bad connection in the network. Operator No3 finally admits the responsibility but not able to inform his colleagues who should be able to fix the problem. So I am forced to wait another day and Operator No4 who resolves it in less than 15 seconds.

Basic of every customer service :

  1. Make the connection/respond to call/mail/tweet #socialmedia #friendly #transparent
  2. Do not promise if you cannot deliver – satisfied customer will always come back once you gain his #trust
  3. Resolve problems – no one likes problems but ignoring them will not make them disappear #dealwithit which brings us to the next one
  4. Admit your mistake – mistakes make as more human, and humans are what matter the most at the end of the day #justahumanbeing #sincere
  5. Train your employees – if it means teaching them the basics of behavior

That’s it for today. And just to make clear, the purpose of this post is not to make Telenor the Bad Guy. It is meant to pay the attention as a consumer on what’s to be done to improve for both side’s sake. I promise to do it more often cause as they say in Telenor : Good thing make the world spin around 🙂

Advertisements
 
Leave a comment

Posted by on November 20, 2011 in Jesen

 

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

 
%d bloggers like this: