Service, no matter how simple or complex the process may be, is always at risk of interruption. From a simple paper jam to a full-on database corruption, the number of factors that could spark the interruption is quite large.
As the variables that could lead to interruption are countless and varying depending on the type of service provided, it is highly recommended that a company manager partners with a business that specializes in the field of maximizing service ability, instead of attempting to handle an issue they know very little about.
The Multifaceted Approach
Most service partners organize an approach that considers every possible outcome, dramatically decreasing the rate of service interruptions, increasing the overall quality of your company, and ensuring the satisfaction of your valued clients.
For easier understanding, the multifaceted approach that these service partners take can be divided into three parts: avoidance, monitoring, and resolution. All three are expounded upon further in this article:
- Interruption Avoidance
Before anything else, avoidance is prioritized. After all, a problem prevented is not a problem at all. Service partners try to minimize interruptions by following equipment standards, monitoring the network, and identifying possible external factors that may impact the service.
By following equipment standards and ensuring that all devices are in good working condition, technical issues are prevented. This allows for a smooth workflow, wherein workers can maximize their manual capabilities without having to worry about any technical difficulties.
Most businesses do this by implementing equipment maintenance and updates, allowing for a much more efficient technological system. Of course, in order to prevent interruption, maintenance is often scheduled during off-service hours.
- Interruption Monitoring
Even with a very precise and thorough preventive system, it is inevitable that a few issues may pass through, as certain service interruptions are inevitable. However, it is also possible to minimize the damage caused by said interruptions, allowing your clients to be oblivious to the error in the first place.
As the network is thoroughly monitored and examined, slight, commonly ignored discrepancies can be sensed and dealt with before the problem grows bigger and creates a negative impact on the service quality. By nipping the issue in the bud, the interruption is solved before reaching the customer; thus making your clients unaware of the issue.
- Interruption Resolution
Some issues are difficult to predict or control, and inevitably have to be experienced by the client for it to reach the knowledge of the service company. As an example, let’s say an airline employee input the incorrect name or destination of the client. The issue is first noticed by the customer, which is then reported to a member of the staff.
Issues that fall under this classification are commonly resolved through the collective efforts of both the customer and the company staff. The problem is sensed and reported by the client and the staff member attempts to rectify the error.
It is inevitable for any service to experience some interruption, which may or may not affect your clients perspective on the service quality, depending on whether it was prevented, controlled, or reported. To prevent or minimize the occurrence of such events, companies commonly hire a service partner that specializes in the said field.
Service partners manage service interruptions by implementing an approach that attempts to cover all possible outcomes of interruptions