{"id":5096,"date":"2025-11-07T09:00:00","date_gmt":"2025-11-07T06:00:00","guid":{"rendered":"https:\/\/track.com.tr\/?p=5096"},"modified":"2025-09-12T16:29:41","modified_gmt":"2025-09-12T13:29:41","slug":"hizmetin-her-aninda-guven-olusturuyoruz","status":"publish","type":"post","link":"https:\/\/track.com.tr\/en\/hizmetin-her-aninda-guven-olusturuyoruz\/","title":{"rendered":"BUILDING TRUST WITH EVERY MOMENT OF SERVICE"},"content":{"rendered":"\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-a84d3dd82f5d93e3c4b3231349fbfe28\">Is your tech delivering moments of service that your customers love? Or is it silently destroying your brand reputation just out of sight?<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-eb677e5d3c4a252854b66a2dedef39f1\">As the saying goes, \u201cTrust takes years to build, seconds to break, and forever to repair\u201d. Trust builds over time, so the trick is to find and eliminate anything that&nbsp;<em>damages<\/em>&nbsp;customer trust. When it comes to creating the kind of great moments of service that keep customers coming back, nothing can be left to chance. Continuous examination and improvement of the whole customer experience is essential to building and retaining trusting.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-0748aee0ff1e171c8dc565b41bfbae4a\"><strong><strong>What breaks trust?<\/strong><\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-2dfe20b37730dde6a5507e7e70797434\"><strong>The service doesn\u2019t work<\/strong>. High-availability services are stable-stakes. Customer expectations are for \u201calways-on\u201d services; they\u2019re there when the customer needs it. Every time. Example: Imagine you\u2019re on your way to a job interview. You\u2019re driving in heavy traffic in an unfamiliar city. Suddenly, your Google Maps directions go offline.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-9b139053ebe8a1aa29e8f74d48d4e56d\"><strong>Slow response when something goes wrong<\/strong>. A plodding response makes it look like you don\u2019t care about the customer. Why should the customer trust a brand that doesn\u2019t care about them?<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-ad868e56865ab6bc5f4e0e74e904bafa\"><strong>Lack of transparency<\/strong>. When a customer has a problem and they don\u2019t get a response, they assume nothing is happening. Customers want constant reassurance that somebody is actively working on fixing their problem. Example: You send a complaint email about the speed of your Internet service. You don\u2019t get an automated acknowledgement email. What now? Look for a different email address? Pick up the phone?<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-c44f4c80b96774a75fe77f0b43e1c72f\"><strong>A disjointed support experience<\/strong>. We\u2019ve all been here: Having just given a customer service agent all your details and described the problem, they transfer you to another agent who asks the same questions.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-863b5a97fcb6af34f42040ca95c6b1f8\"><strong>Making it difficult to speak to a person<\/strong>. Digital channels are more cost-effective, and customers prefer them when everything is working well. But when things go wrong, customers want the comfort of knowing that they can speak to a human being\u2014without waiting an hour in a call queue. When you hide away your service desk contact details, it adds friction and frustration to the customer experience\u2014and erodes trust.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-b3171996b9d3291391873783cec6659f\">Now that we\u2019ve looked at some of the key areas where trust is damaged, we can pinpoint solutions to boost trust\u2026<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-ee14c946530cb551508d0e229a0af0cd\">Always-on services require autonomous IT operations<\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-aceaaab9b166b01aaa1a3c830d9f0689\">The expectation of always-on services means diagnosis and resolution needs to happen at digital-speed, not human-speed. If a technical issue is not spotted and fixed in seconds, expect trust damage and a flood of calls\/emails. Always-on services are enabled by a combination of two things: resilient infrastructure with built-in redundancy, and autonomous IT operations management constantly patrolling infrastructure performance to apply real-time self-healing.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-9a92d57b2bed0671baa72fd30ef75e7d\"><strong>The service recovery paradox<\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-481c609be91125be3a3e68c8984103a1\">People expect things to go wrong. It\u2019s how you respond that counts. The service recovery paradox describes a scenario where something has gone wrong for the customer, and the response has been so fast and decisive that the customer is impressed. Impressed because of the brand\u2019s ability to sort out problems, fast. They get the comfort of knowing that if something goes wrong in the future, it\u2019ll get sorted quickly. They trust your support. By comparison, another brand represents an unknown. As a result, trust and loyalty in your brand are increased.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-d8c8f93255329f7576c523cdc6f60116\">This is why you must have highly-tuned support processes in place which kick-in the second there\u2019s a problem\u2014either reported by the customer, or better still,&nbsp;<a href=\"https:\/\/assyst.ifs.com\/solutions\/it-service-management\">detected and corrected automatically before customers are impacted<\/a>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-df3c9183223c47f2a5c6495c905b5d59\"><strong>Transparency means pro-active communication<\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e3095facbe877f6c9ecbcaa9c009c6a8\">Transparency means pro-active communication that anticipates the customer\u2019s need for information: starting with an immediate acknowledgement of the customer\u2019s request or issue. The biggest fear is that their request disappears into a black hole. Walk through the entire customer experience journey and assess the quality and frequency of communications. If in doubt, err on the side of over-communication.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-0732a41e8ff3c0b8582b1b37eea63db3\"><strong>Omnichannel service management solves the disjointed experience problem<\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-32ecd40dfb4b2a04420258d7dc7629bc\">Customers shouldn\u2019t need to repeat the problem again and again to different agents and technicians. Omnichannel service management solves the problem by centralizing customer interactions\u2014a single view of the customer spanning phone, email, SMS, social, live chat, chatbot and other channels. That means you need a service management solution that offers all these channels, plus a single central database. Otherwise, you\u2019ll have to put a lot of effort into integrating these channels to provide a single view.<\/p>\n\n\n\n<h4 class=\"wp-block-heading has-light-black-color has-text-color has-link-color wp-elements-4e30651b305eb491427f4fe14763e028\"><strong>Make it easy to speak to a human<\/strong><\/h4>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-ea9f6e6b65c3d88bf3d65774f3d48df3\">Solving this one is easy. Put your service desk number front-and-center where the customer is. If your digital channels provide a great experience, customers will go \u201cdigital first\u201d by default\u2014because there\u2019s no queue there. If your digital channels aren\u2019t quite good enough, apply continuous improvement and you\u2019ll see a steady increase in digital adoption (and a corresponding drop in calls to the service desk)\u2014leaving agents with more time for the customers who really do need to speak to a human.<\/p>\n\n\n\n<p>SOURCE: Kirstie Lingel ( 2022 June 30 )Building Trust With Every Moment of Service. IFS Blog. <a href=\"https:\/\/blog.ifs.com\/building-trust-with-every-moment-of-service\/\">https:\/\/blog.ifs.com\/building-trust-with-every-moment-of-service<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Is your tech delivering moments of service that your customers love? Or is it silently destroying your brand reputation just out of sight? As the saying goes, \u201cTrust takes years to build, seconds to break, and forever to repair\u201d. Trust builds over time, so the trick is to find and eliminate anything that&nbsp;damages&nbsp;customer trust. When<\/p>\n","protected":false},"author":2,"featured_media":5094,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[52],"tags":[],"class_list":["post-5096","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/5096","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/comments?post=5096"}],"version-history":[{"count":2,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/5096\/revisions"}],"predecessor-version":[{"id":5102,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/5096\/revisions\/5102"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/media\/5094"}],"wp:attachment":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/media?parent=5096"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/categories?post=5096"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/tags?post=5096"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}