Almost all big companies now prefer outsourcing for their IT department. China, India, Indonesia are few countries from Asia which are extensively participating in this outsourcing program. Whether the direct end-user is your client or the co-worker of the parent company is your client, acquiring a good customer satisfaction is always the primary goal for these IT outsourcing companies. IT consultancy business becomes very popular and is growing very fast in US market. There are few tips which may help you to achieve high customer satisfaction when you are dealing with the clients who are the employee of parent company.
Customer Satisfaction in IT Consultancy Business # 1: Technical Knowledge – In IT industry the technical knowledge is the prime quality which is expected from an IT consultant. At any kind of situation you have to have a profound knowledge on your technical platform you generally work on.. You also need to make yourself updated with all latest technology. People often do mistake of making him expert in all latest technology. IT industry now becomes a very large source of knowledge. No need to be expert in all areas of IT. Try to make yourself specialist on a particular field like Microsoft technology or IBM technology etc. This is the easiest way to get attention of your client. They will be very satisfied if you able to provide the solution of every technical difficulty they may face on a particular technology.
Customer Satisfaction in IT Consultancy Business # 2: Work in Consultancy Attitude – In US you will find lots of people with good technical knowledge. Only just because of technical expertise they don’t call people from other country. They want something more than the technical. You have to gain the confidence of your client by providing a solution as a consultant. If you are doing any general work try to think how you can improve that work or how to give a better solution of any problem. As a consultant they expect advice from you. Try to provide them a list of solutions and explain them which will be the best suitable solution for them to adapt.
Customer Satisfaction in IT Consultancy Business # 3: Provide Proactive Solution – This is I guess the best way to catch the attention of your client. Very few people go steps ahead of their usual job responsibility. Try to provide some proactive suggestions and solution of the problems. First you need to identify the scope of suggesting the solution. Once you find a field where the company can do the job in better way create a prototype and represent that to your client in a formal presentation or meeting. If they like your suggestion, no doubt your success will not be far away from you.
Customer Satisfaction in IT Consultancy Business # 4: Work for Implicit requirement – It is very rare that we go beyond the requirement. When you get a requirement try to understand the each and every part of that requirement. If you have good business knowledge it will help you to see the requirement in a realistic way. First, try to implement the complete requirement as provided and then look for further enhancement on that. Don’t try to think the enhancement at the beginning, because it may lead you to a schedule slippage or some other delivery related problem. The enhancement over actual requirement is only possible when you understand the each and every corner of your design and requirement. Client or any user feels very happy if they get some added facility which they didn’t expect during initial sign-off of the requirement. This is same as the fact that we become very happy if we get something in free with a product we purchase. This is one of the best ways to acquire confidence of your IT client.
Customer Satisfaction in IT Consultancy Business # 5: Make Personal and Friendly Relationship – Always try to work as a team and try to build friendly and personal relationship with your client or co-worker. You have to watch the people around to know there interests. This is very common in America that most of male co-workers like American football. You have to learn American Football and need to keep you updated on that topic. From my experience I saw American clients are very egger to know about Asia, Asian culture and Asian food. These are few good topics by which you can come very near to your client.
Customer Satisfaction in IT Consultancy Business # 6: Good Communication Skill – Though I am putting this at the last, but this is very important thing in order to gain the confidence of our client. You must have a very good communication skill. This is implicit that when you come to US to work here with Americans clients you must need to have a very good English communication skill.
