It has been noticed now a days that whenever you try to stick to your rules, the customer is going to be annoyed. Rules and regulations always have positive as well as negative sides. It is up to the management to see how it is implemented. You should not be rigid in implementing the system. As per the system, the customer has to log a support request. But what if customer is calling you from on the way? Will you wait till the customer log a request after reaching near the computer? Yes, your system says that you should wait.
But what if your customer is sticking to you from last 4-5 years? The time when you were not having this system online? He was getting good support at that time. So now what? “Why are you forcing me to create a support request? I am calling you directly.” This is the feeling they get in their mind. They feel like you are finding out the way to delay the task. They should not feel like this.
You should not stick your system always. System is here to help us and serve the customers in better way. But if the above is the scenario, you may be helping the new customers but you are losing your old customers. They have the relation with you. A kind of bond. They don’t want to leave you but here they are being forced to leave you. They expect the personalized contact with you. They don’t want everything to go on system.
Be sure while implementing the system. Always think about your oldest customers by keeping in mind the new customers. This way, you will be able to make a nice and flexible system which will be suitable to both the kinds of clients.
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