Ontario Systems (http://www.ontariosystems.com) provides a Client Resource center as one of its links on its Web site. Clients can easily get up-to-date information on product support, training, industry links, and discussion lists. Ontario Systems is always looking for ways to provide more services to their clients.
Finally, service enthusiasm goes hand in hand with spirit. A customer can be turned on to an organization by meeting many caring “can-do” people. The spirit must start with an enthusiastic, service-minded corporate culture. The salesperson, sales manager, field engineer, installer, and CSR (customer service representative) must all have the same service enthusiasm to generate the benefits of service enthusiasm. That is why the salesperson must monitor and coordinate all the people who have access to the account to ensure that good customer service is taking place.
The most difficult aspect of customer service is the potential for inconsistency. For instance, field engineer A, who has a great understanding of service enthusiasm, may be called into an account early in the week. The customer is very impressed. Three weeks later, the customer calls for help again. Field engineer A is out on another account, and field engineer B, who has little or no service skills, is sent in on the next call. Field engineer B is good at fixing the problem but has a hard time relating to customers; in fact, he is down-right cold! As a result of this unevenness, the customer’s level of satisfaction decreases.