Customer Management & Satisfaction Help to Achieve the Acceptance of Work

Abstract: Sometimes customer doesn't eager to cooperate with new techonology provider because they're familiar with other product. In that case, it is very difficult to reach their trusworthiness. So proper & managable customer relation help to over this obstacle to reach the target.

Keywords: customer satisfaction, Customer management

Problem Behind

GP is the leading telecom operators in B country. They've about 20 million subscribers with value added service across the country. GP has vast roll-out plan in the year of 2008 to increase the network capacity. Finally Huawei awarded that project and both party agreed to perform IOT with existing E\ vendor equipments. For this purpose, Huawei wanted to start the job with GP for network assessment regarding existing network topology, protocol, functions & features but Huawei found obstacle to get this information from customer engineer. Customer's engineers are highly biased by present E\ vendor equipments. They were not interested to share their idea to with us. Ultimately progress is very slow. Our R&D engineers couldn't start the job due to lack of information. This project seems stuck at very beginning and it became alarming condition because PO was waiting for IOT result.

Analysis the problem

Project team of Huawei set internally to resolve this problem and discovered the root cause that customers were feeling lack of confidence on Huawei. They were not familiar with our equipments and not feel comfort to work on it. So they don't feel so interest. So, we put emphasis to increase the communication and growing there feeling to us step by step. So we make a team for each product (like, Core, Access & Radio Network) line to make more interaction with each concern department.

Activities

Business can exist without customers. It's important to work closely with customers to make sure the system we create for them is as close to their requirements as we can manage. Because it's critical that we form a close working relationship with our client, customer service is of vital importance. We need to make our clients feel valued, wanted and loved. So, we followed following steps:

1. Encourage Face to Face Dealings

This is the most daunting and downright scary part of interacting with a customer. It's important to meet our customer face to face at least once or even twice in a week. My Experience has shown that client finds it easier to relate to work with someone they've actually met in person, rather than a voice on the phone or someone typing into an email or messenger program. We've to be calm and take time to ask them about their requirement.

2. Respond to Messages promptly and keep clients informed

It might not always be practical to deal with all customers' queries within the space of a few hours but at least email or call them back and let them know we've received their message and we'll contact them about it as soon as possible. Even, if we're not able to solve a problem right away, let informed customer know we're working on it.

3. Be Friendly and Approachable

We meet with them friendly and talking with them keeping smile. All times remain polite and courteous.

4. Defined Customer Service Policy

It's very important to defined service policy before starting any support. We discussed with customer to make the guidance to carry on the job mutually.

5. Honor the promise

It's the most important point. Customers don't like to be disappointed. Sometimes, something may not get done, or might miss a deadline, projects can be late technology can fail. In this case a quick apology and assurance to recovery it to customer.

Experience Sharing:

Building product technical clarification is a key part for going forward and processing and by taking into account multi party stakeholders. Explanation and documents requirement, regular discussion on dispute issues reflect our good approach and objective to the customer. Also take care the lack vision or future foresight or are able to specify the emotional aspect of customer. All these requirements in a way that helps understand the impact of decisions and to prioritise to ensure a good customer experience.

 A Compendium approach presents -

- All aspects that make a customer experience in a relevant way.

- Benchmarks and compares against best experiences

- Models possible solutions and impacts of decisions for discussion

- Allows multi stakeholders feedback and reaction

 Concept Creation -

- From customer insight and observation, concepts creation helps to make solutions and new opportunities that can be explained visualised and discussed

- Concept stretches creativity and forces new ideas out. These can be combined together as appropriate.

- Once we have concepts, we can make decisions, based on customer feedback), strategy, technology feasibility , competitive advantage, brand differentiation and other criteria

 Design

- Design makes things tangible. Design turns an idea into something that we can begin to react to and understand what it could be. We prepare & submit the network level design, data script and integration plan for getting customer favour.

Systematic way

We are orientated vertically and support and services are created vertically but the customer experience is horizontal, cutting across any number of touch points, platforms, technologies and corporate divisions.