This is a most relevant question to be asking with respect to Firepow 2.0 now that it has been launched.
We all know how important it is in any business enterprise to keep our customers satisfied. How many times have we heard the old saw: If it wasn’t for customers there would be no business? Yet, as a management consultant, I’m continually coming across people who just don’t seem to ‘get’ that if it weren’t for the customer, they wouldn’t have a job.
And now, in these difficult economic times the contemporary customer is even more demanding of quality service; so much so that business leaders should be thinking of delighting customers—not merely satisfying them.
In the cyber world, where body language is not an option, if we are to show that we have a genuine desire to provide customer-delighting service, we have only the written word to do so.
It has to be said that the Firepow Ver. 1 management didn’t ‘top the pops’ in this arena. In my experience since being a member of Firepow, I’ve seen many forum posts unanswered or answered inadequately. Similarly with the Support desk, I’ve experienced delays of days in receiving answers to questions, which to me, were absolutely critical to my work.
But to be fair, there has been a continual improvement in this area and my instinct is that the administration team has really picked up on this aspect of management. So I’m reasonably confident that this negative aspect of the old Firepow will soon be a thing of the past in the new program.
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Technorati Tags: customer service, firepow, firepow2, firepow2.0, support
