Customer Service & expectations
Customer service desk is NOT a shield for corporate management to hide behind from customer concerns ..!
Customer concerns need to be resolved ASAP as committed, you cannot give excuses for violating SLAs or deficiency in quality of service! you should have taken care of possible risk that could have caused these issues.
Customer may not have a choice, other than listening to what you say as reasons/excuses, since they have already committed or have invested with you or they do not have a switching option! But remember that all customers are not idiots to accept what you say as excuses.
Customers pay you to get a quality service as promised. Also remember every customer has a purpose in coming to you, they need that purpose to be fulfilled when they need it, and they are not there to wait, when you deliver at your convenience. That’s why they pay you.
Please note, whatever issues you have/had is solely yours, it is your problem, NOT customers! therefore please do not pitch your problems to customers, they are not there to sympathize for or resolve your issues.
This only shows that you have not performed your duties and responsibilities properly OR had professional negligence, also have not done sufficient consideration in your planning and executing good governance.
Having said all this, who pays for the losses incurred by the customer as a result of deficiency in quality of service?
THE CUSTOMER…!
This will have a serious impact on the credibility of the organization, customer trust & loyalty, regardless of the justification you give...!