As businesses evolve, some get stronger and some weaker. It is not usual to see the stronger buy out or merge with the weaker organizations. Often the focus is on the financial aspects of the merger, and keeping customers from both organizations loyal. But all parts of an organization need to work on integration. Customer service is no exception.

Some products and services come with a fixed warranty or support period followed by paid support options. This is particularly well known in the computer software industry. Customers can become very irate when they call in with a problem and are told they have to pay for support. When I worked at IBM in Software, we had (and I believe IBM still has) an entitlement process when someone calls in for support. This post covers some of IBM’s preventive and reactive programs for paid support.

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