According to the Accenture 2009 Global Consumer Satisfaction Report, the use of technology in business has improved how consumers view customer service. However the survey also indicates that there is still room for improvement and published the following statistics. Of those who responded to the study:
• 74% want easier and more convenient service
• 67% want more knowledgeable service representatives
• 66% want faster overall service
• 64% would like more options for obtaining service
• 39% would like to see special service offerings for good customers

So how does this survey translate to what customers are looking for? Reading between the lines I hear that:
1. Customers want to be able to locate contact information easily.  Websites along with product documentation should have valid phone numbers to their customer service. Response time from online and telephone representatives should be carefully monitored to reduce wait times. Make sure availability hours match customer time zones. Operating in a global business environment rather than regional presents additional challenges.
2. They want the representatives handling their issues to be well trained and have good product knowledge both from a functional standpoint as well as troubleshooting. Service representatives need to have documentation readily available and be able to locate solutions quickly. Consumers also like an easy method of reaching the original case owner should follow-up be required. Calling back to talk to the “next available” is rarely an acceptable process.  
3. Consumers don’t want to wait on hold long period of times. Typically, wait times of over a couple of minutes are not acceptable. Measure time-to-answer using electronic clocks and timers to ensure good service. Customers don’t want to wait for solutions either. If parts or replacements are needed, be sure to expedite deliveries using business to business agreements with your vendors. Up-to-date software applications will prevent delay in case of credits to accounts. It’s important that commitments to customers be set as accurately as possible.
4. Customers like additional options beside phone numbers such as websites that provide the ability to handle basic customer service functions and the ability to send in a trouble ticket via email. Self-help question and answer databases are not only customer pleasers but also reduce costs to the company. Online representatives that can solve customer service issues via chat are also a major selling point.
5. The repeat customers who bring volume business to your company needs to feel special and appreciated. This may be accomplished with “priority customer” designations resulting in individual handling. Systems can be put in place to alert representatives when they call. Electronic club cards that track purchases may serve this purpose as long as useable rewards are available after multiple sales and visits.
Ted Saul is Global Project Manager for Hewlett Packard. He has been involved in customer service for 25 years. He can be reached at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or on Twitter at TWS777.

Mr. David Hannum made an astute observation when he said “There’s a sucker born every minute”. Modern scam artists are using e-mail to perpetrate scams on a grand scale. Some common e-mail scams are: phishing, the “Nigerian” scam, lottery scams, and online auction scams. In this article I will talk about these scams and how you can avoid becoming a victim.
Phishing is when you receive a message, seemingly from your bank or other business which claims you must “verify” or “confirm” your account information to avoid the closure or disabling of your account. The message contains convenient links that send you to a form where you can enter your information. NEVER click on such a link in an e-mail. Your bank and most companies will never ask you for information by e-mail. To access your accounts, type the bank or company’s web address into a new browser window, then you can access your account and confirm all is well. Just because the scam e-mail appears to be from a bank or company you do business with doesn’t mean the crooks actually have your information, they may only have a verified e-mail address. I frequently get such messages from banks and companies I have never done business with.
The “Nigerian” scam is when you receive a message from a “public official” of some obscure foreign country. He has a large sum of money to hide and he needs your help. You see, his country is about to be taken over by revolutionists and he wants to preserve his fortune by putting it in your bank for “safekeeping”. Of course you will be paid handsomely for your selfless assistance. This scam has been particularly prolific despite the almost obvious lack of credibility. Never give your bank account information to anybody, no matter what they promise.
Lottery scams have become very prevalent in the last few years. You receive an e-mail claiming you have won a foreign lottery for some large sum. If you respond to the e-mail you are directed to send money somewhere to cover “fees” or “taxes”. Upon receipt of your payment your check will be promptly sent. Or will it? People like to believe they will somehow fall upon some good luck but you can’t win a lottery you never entered. Legitimate lotteries don’t conduct business through email. If it sounds too good to be true, it almost always is. Only participate in known legitimate lotteries.
Finally, online auction scams. These are done in a few ways. One is: you are selling an item. Just before the end of the auction you are contacted by someone who is willing to pay you more than the current auction price to delist the item and sell it to them. As a show of “good faith” they will send you a check for more than the agreed price. You are instructed to cash the check and send them back the excess money. You take the check to the bank and maybe it gets cashed or maybe it doesn’t. Either way it turns out to be a bogus or stolen check. Sometimes people have sent both the money and the item to the “buyer” and they are out both. To make matters worse, you are now guilty of passing a bad check and could even be arrested!
Another example is: you are bidding on an item and you lose the auction. Shortly after, you are contacted by someone claiming to be the seller. It just so happens there was a problem with the winner and the item is available again. Lucky you! You send a money order by mail. You never receive the item and you can’t get a refund because you used a money order. This scam may be a bogus auction or the scammer may not be the seller. Never deal with anyone outside of the auction where the item is listed. Always use a credit card with fraud protection or a legitimate payment service such as Paypal to pay for online auction purchases.
Remember, never follow links sent to you in e-mails, never enter giveaways or contests which require you to provide your e-mail and only provide your e-mail address to those whom you want to receive e-mail from. And finally, never try to purchase an item from an online auction outside of the framework of the auction website.