“Choose a job that you like and you will never have to work a day in your life”
The Process can harm your customer satisfaction.....
“A real case with Two Mobile Operators”
The Process is simply a series of actions between the start and end points of anything, including all the procedures performed by an individual, group of people, or department etc...
I decided to experience the process of switching from one mobile operator to another while keeping my existing mobile number. I was completely shocked by the process of both companies - the one I was pulling out of, in addition to my targeted choice...
I was expecting a huge question mark, asking why I am pulling out as a first step of the process from company X, especially considering the fact that I am paying a high average monthly invoice, however I did not even receive a phone call as regards to the reason behind my decision!!!
On the other side, I was expecting a warm welcome as an initial step of the process from company X1, particularly as I am not only moving one line, but two.
Unfortunately the process was very complicated and demonstrated the lack of staff training when faced with related customer issues and inquiries!!! It took them more than 7 working days to move one line and an additional 14 days to move the 2nd line. What's more - both were subsequent to substantial calls indicating incorrect information!!
Paying attention to the process of anything is ‘everything’, and consistent attention to details produces excellence - that's why in a process - every detail counts!
To end up with a satisfied customer, you are required to focus on details, because paying attention is simply the ideal process of an activity…