What is the service management?
Service management is a practice designed to improve the company's customer service processes. It is a process of all providing a customer experience from the moment the customer contacts the company until the customer is satisfied with the transaction. Parts of the customer experience may include shopping, billing and problem removal. One of the most important parts of service management is to avoid errors or service mistakes. It includes all aspects of the coordination of interactions that the company has with its customers, including experience in purchasing, billing and website. Unpleasant experience with customer service can discourage customers from repeated purchases and can get them to trade competitors.
The consequences of poor service management may include poor service performance, high service costs or increased errors. Effective service management in the whole company can help maintain customer service requirements by reducing errorsthat lead to customer contact. A customer who has a problem with billing may have to contact the company about the service to solve the billing problem. If the problem of invoicing service was solved before the error, the company would not have to incur the cost of assistance to solve the problem.
Service managers are often responsible for aspect of project services in which many other managers have input. This may result in the function of services for services in favor of other interests such as budget. In these cases, it is the responsibility of the service manager to stand on the basis of important problems related to the services, so that the budget cuts do not affect the customer's experience in a manner that companies can damage. For example, if the marketing team for an online postal company suggested a misleading advertising campaign to increase sales, service manager would be opposed to the misleading advertising campaignIn order to promote positive experience with customers.
The often forgotten part of the service management is the inventory. If the company has an inventory at hand, it can provide a product or service faster than a company that has to order the product. Customer service repair service also requires enthusiastic information about stocks. Maintaining the necessary repair parts at hand may mean that the service organization can quickly carry out defective products, but this also means that the company must pay for storing and maintaining this inventory. As a result, a balanced inventory is an important part of the reduction of service management costs.