Riddle: What Do Civilians, Patients, and Users Have in Common?


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Answer: They are all customers.

I know you may not be used to thinking of them that way, but that is what they are. Anyone who receives services from you is a customer. So if you have been looking for a tool to help you with complaints, issues, problems, tickets, or whatever else you may have to keep track of, Customer Service and Support Software is the tool you need.

I say this because I know that this type of software is very useful to a broad swathe of people, yet it may not be the first thing you have in mind if you don’t call the people you interact with customers. In fact, calling these people customers may help you in other ways:

  • planning workflow
  • determining best ways to communicate
  • thinking about the experience your office, phone conversations, emails, and websites offer

When you start thinking of someone as a customer, it helps you imagine what it might be like to interact with your company. The word customer doesn’t carry the same connotations as patient, civilian, user,or other label for you may use in place of customer. Calling someone a customer helps you think of them as a person rather than a room number, a faceless form, or someone who you think should not be bothering you (a bad habit we all get into when we are busy).

Of course, just calling them customers won’t change the culture of your company to a customer-centric one. But it helps you head in the right direction.

Republished with author's permission from original post.

Jody Pellerin
Jody Pellerin is the Director of Marketing for PhaseWare, Inc. a provider of customer service and support software. PhaseWare helps companies optimize customer service and support with powerful, affordable solutions for incident management, knowledge management, SLA management, and more. Pellerin has authored several white papers and case studies about customer service and support practices including using live chat, optimizing multichannel support, and a guide for on-premise versus on-demand software.


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