| Booklet:
Management Section: Management Considerations for Technology Service Providers Subsection: Customer Service |
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TSPs should have customer service programs that monitor performance, track customer problems or concerns, and resolve issues on a timely basis. The formality of a customer service program depends on the size of the servicer’s customer base. A large TSP may require a customer call center with formal problem tracking software to ensure responsive customer service. Smaller TSPs may be able to handle call volumes less formally. Some actions TSPs can take include:
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Create a customer service policy that directs employees on how to act, outlines types of appropriate responses, establishes minimum response times, and authorizes escalation to more senior employees; |
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Track problems through resolution (by the use of logs) to evaluate response times and to identify any commonality among user problems; |
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Provide regular reports monitoring contractual or agreed upon service levels; and |
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Obtain customer feedback through user groups or customer surveys. |
TSPs should encourage customer institutions to form a user group if sufficient numbers of customers will support it. User groups offer advantages to both the TSP and the serviced institution by allowing customers to discuss and prioritize their concerns.