How many times in every day life does the reality of ‘excellent customer service’ turn out to be nothing more than fluff? Companies small and large aspire to look after their customers but genuinely delivering on this promise is much more difficult.  Getting it right is not just about answering telephone calls in the correct manner or simply doing what you said you were going to do – albeit these are important - but satisfying the multitude of little things that come together to produce a positive customer experience.  In modern jargon this is a positive ‘brand experience’.  That ‘experience’ starts when they notice you, you first contact them or send something to them in the post.  It then continues at every single touch point after that – which is why ‘excellent customer service’ is such  an enormous challenge. 

One of our clients, an Ilford based insurance provider had suffered headache after headache from their telecoms supplier.  Their system had been maintained by the same company for five years and though the service received was often poor, they thought seeking an alternative company would be much more difficult - so they battled on.  Does that sound familiar?  We all do this because sometimes the fear of the ‘unknown’ prevents us from doing what is right.

Finally, unwilling to put up with the dreadful levels of customer service any longer they decided to upgrade the whole telephone system, choosing a company that could supply, install and maintain the system. 

They had numerous consultations with different companies and finally selected us. Why did they choose us?  Robert D. Marshall, Director, Advanced Insurance Centres said: “After our previous experience the main thing we were looking for was efficiency.  QDOS Networks were always the first to respond to an enquiry which gave us confidence from the outset.”

In some ways winning the business is the easy bit; delivery and support are where the real tests happen. We installed and now maintain a fully featured Avaya IP Office telephone solution and provide inexpensive fixed line call charges and line rental package backed up by detailed management information and monthly billing.  Robert said of us afterwards:  “The change couldn't have been easier.  To say QDOS Networks have been a breath of fresh air is a gross understatement.  Their professionalism and service, the way they fully informed us, always turned up on time and have been there responding to our calls in short timescales has been breath taking.”

No question, on this occasion we got it right and the client was delighted.  But you cannot take customer service lightly – indeed at QDOS we take it very seriously.  Like any growing business our challenge is to ensure we evolve our processes and nurture our team to continue to deliver day after day.  Like all of us, at QDOS we need to remember every day that, when it comes to customer service, it’s the little things that matter.