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maximizing customer interactions
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customer interactions |  |
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Q: Why is it so important to employ extraordinary customer management skills
with MC customers?
A: MC customers demand the highest levels of support due to the nature of their businesses. HP MC customers operate in the "non-stop" environment where system outages could result in losses of millions of dollars an hour. The MC customer has elected the elite support service offering from HP thus establishing the highest level of expectations for performance excellence. MC customers have been "sold" the notion that they are the most important HP customer and therefore will receive "super-human" effort for any problem they report. The bar has been set very high. MC customers are likely to be very influential in their IT community and can seriously damage HP's credibility and reputation quite easily. Not only do we want MC customers to remain valuable customers, but also we want them to be excellent references and promote HP products and services. When customers feel loyalty towards a vendor, they go out of their way to maintain an excellent relationship and will willingly tell others about their good experiences. People like to be proud of the decisions they make and when those decisions turn out to be particularly favorable, they have a tendency to share and boast. Your excellent work can help them do that. |
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total customer experience | |
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A key to creating the best Total Customer Experience is to meet or exceed their expectations.
It is the particularly well-skilled engineer who can set those expectations so that
they can be met or exceeded.
The support provider can, and must, set the stage at the onset of the event, demonstrating interest, concern, empathy, and competence to the MC customer. |
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