In the latest in a series of articles focusing on real challenges faced by real entrepreneurs, SME expert Edward Bodiam explains the solution he offered to a client looking to improve customer service without taking on extra employees or investing in new technology.
Customer
Telecommunications service and support company
Challenge
How do we improve customer service without recruiting more staff or buying technology?
Solution overview
This is one of the questions we get asked most. We have a number of ways of helping with this and it usually needs to be tailored to the customer in question. However, here is what we did to support this customer.
History
The customer has been operating for seven years, promoting themselves as a sales and marketing organisation for the provision of all things telecoms.
Although the company had experienced good growth with increasing revenues and profits year on year, certain problematic customer service related issues existed.
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