The world of Customer service is evolving, spanning changes that are all leading towards mapping out customer experience excellence. Tangazoletu has identified over the years and leveraged Customer service as a key success factor which has been instrumental in our continuous growth in the IT sector. We are aware that we are no exemption and should perceive the effortless customer experience as a top strategic priority, further embedding it in our core values specifically customer centricity and Excellence, dictating our every activity that are consistent to the Tangazoletu mission, vision and values.
Lessons from our journey reminisces on how we are well on the path to achieve excellence, Tangazoletu had had to address a central reality in asking what constitutes effort in the eyes of the customer? Now from the onset products are just supposed to work, the information they need to engage with your goods and services is supposed to be clear and obvious. If the information is not clear and the products just “do not work.” customers are now tasked to go beyond the call of duty to devote time and effort to receive support they were never supposed to require…. this is what constitutes effort….
With the above definition, Tangazoletu has had to think like its customers and ask what it is they would consider a top priority when it comes to an effortless experience. The feedback was outlined as below; –
1.Knowing our customer
From our experience, we appreciate that different customers have different preferences, demands and expectations when interacting with business. They also possess different definitions of effort. The first step really has had to be to identify who our customers are and what they want.
2. Map the customer journey
This is critical as we believe that high effort level are just not a random phenomenon. By properly mapping and analyzing the journey then Tangazoletu as an organocation will gain a vivid window into how customers interact over time as well as the factors that thwart those interactions.
It is not merely systems that must ‘talk to each other’ Employees at Tangazoletu must also be able to seamlessly communicate with others inside and outside their departments. At Tangazoletu we recognize the critical importance of constant collaboration to ensure consistency of messaging as well as provide customers with the desired information as soon as possible.
A deliberate approach here entails conditioning the teams in the first line of service on “worst” and “best” practices. Effort drivers like requesting the customer to re-state information needs to be publicly build into the worst practices list until a point when an agent sounds or feels averse to asking a customer to repeat information.
In conclusion we understand the concept that we are in the age of customer centricity and our customers perceive the effortless experience as not an unrealistic pipe dream but a high-ranking demand. It is now the cornerstone of a great customer experience
Tangazoletu affirms that as a business we are listening and must respond with a fast easy and resolute experience. committed to continuously Raise Customer Experience Excellence