The power of customer service at the heart of business strategy

We know the world is changing at an ever-faster pace.

While this rapidly shifting economic landscape is creating new business opportunities, it is also forcing us all to respond to new client expectations. The closer you are to your customers the more you’ll understand what their needs are.

I believe that it’s essential for customer service to re-establish its importance in the Boardroom and for businesses to realign corporate thinking around customer-centric activities.

Service is an absolutely integral part of sales now:  manufacturers, distributors and resellers wanting to open up new markets need to have support packages for their products in place. 

At Qcom, we know that when a client outsources the service function to us, we have a responsibility that goes beyond ‘fixing the kit’.  On every call, at every level, we are protecting the reputation of our clients as much as solving a technical problem.  We understand that 50% of the modern service call is fixing the customer not the technology.  

Our service engineers are often the ‘human face’ of our clients’ organisations and they are trained as such, to listen to customers, provide support, feedback, and even identify new business opportunities. 

To us, every service call is a ‘moment of truth’ which can either add value or seriously damage a product/firm in an instant.


I will be speaking at the SME Conference 2009 on The Power of Customer Service on Tuesday, 22 September, at 10:30am, in Theatre 1, Hall 10 in the NEC Birmingham.

Neil Anderson
Managing Director