ONE Systems

Our experience implementing business software solutions such as Pegasus Opera, goes back as far as 1983. We ‘earn our keep’ by passing the benefit of this experience on to our customers. If you need a new or updated accounting or MIS system, or support for an existing suite that isn’t giving you what you need, then we can help you. Tel: [phone] www.onesys.ie

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Beware of the cloud!

The concept of 'cloud computing' has been gaining steady support and momentum in recent months as a viable method of minimizing costs and improving overall flexibility. However, the use of cloud computing also carries with it great security risks, and small business enterprises, as well as larger organisations, should be sure the 'Cloud' isn't all hot air! 

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Check out the Pegasus Opera News site for the latest updates / tips & tricks! 

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There are no problems... just opportunities!

Providing effective and helpful customer service is as much a question of attitude as it is one of reacting to the issues raised.

Bad News Travels Fast

The UK’s Institute of Customer Service recently carried out a survey among 26,000 consumers, the results showing that customer complaints are often handled improperly. The study revealed that today's customers & consumers are not too shy to complain about poor service. It was found that 75% complain when encountering a problem, and they'll be glad to spread the (bad) word… telling on average three or more people!

Even though overall customer service has improved during the down-turn, companies are still falling short when it comes to dealing with complaints effectively and efficiently, often being uncommunicative, unsympathetic, and being altogether too slow to resolve issues being raised on a day-to-day basis.

With the rise of social networking sites such as Twitter, Facebook, Google+ and LinkedIn, people now have the ability to communicate quicker and with more freedom than was ever possible in the past, and it seems that bad news travels very fast indeed.

Disgruntled consumers are no longer limited to discussing their concerns or experiences with their neighbours or colleagues, they can, and often will, post their stories on social networks for millions to read (in horror). An angry customer with an axe to grind can often have as effective an impact as would a food critic or a professional journalist.

The overall impact of these social networks can either be positive or negative, depending greatly on your attitude to customer service... do you see problems everywhere or do you see opportunities?

A Question of Attitude

Consumers experiences in a wide range of business sectors were assessed in the study, including transport, retail, financial services, and utilities.

Interestingly, one of the primary areas consumers were questioned about was how they felt their complaint or issue was handled. Of the organisations involved, around a quarter made various excuses, a third of them were judged to seem uninterested on first contact, while 14% dismissed the consumer's complaint outright!

Just around a quarter of the companies involved listened intently to the complaint in order to properly and fully understand the issue. Furthermore, just a quarter of the organisations offered any form of an apology, and barely 11% took full responsibility for the problem.

It’s not even necessary to have all the answers right away, even the angriest of clients will usually relax and calm down when dealing with an employee who is doing their very best to understand the customer’s issue. Employees who genuinely listen to a consumer complaint, whether that complaint be valid or not, will create a better rapport with the client, who will feel like at least someone is listening. Occasionally, a negative situation can be eased and diffused when the proper attention and care is given to it.

In Conclusion

As a service provider having the correct attitude towards customer complaints is of vital importance. You should be looking at customer complaints as opportunities to improve your service/products and as an extension, improve your business. Customer feedback about your services/products is the most constructive and important feedback you can receive. Always Remember, these are the people who pay your bills!

About the Author

Diarmaid O Cadhla is managing director at ONE Systems, and is a specialist in the support & custom development of Pegasus Opera.

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A great new resource for Pegasus Opera users has been launched. The Pegasus Opera Forum is now up and running, where users can ask the experts any question! 

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Pegasus Opera is a complete business solution. It can be fully integrated throughout your organisation, providing a unified system which eliminates the need to run separate finance, payroll, CRM or service systems. Its application features and customisation, configuration and setup options allow you to build the specific solution you need.