Parameters to enhance customer satisfaction

Questions: What are the 7 top parameters to enhance customer satisfaction?
Ans: 

Execution Excellence

• Timeliness
• Delivered Right at First Time
• Quality of Output
• Technical Skills

Service Management

• Escalation Management

Resource and Communication Management

• Responsiveness
• Project Status Updates

What are Definitions of L1 L2 L3 Support

Ques: What are Definitions of L1 L2 L3 Support

Level I Support - Telephone help desk or answer center support. This support typically includes individuals that are trained on the product, but may have limited experience. They should be able to resolve between 50% and 75% of all issues. 

Level II Support - Experienced professionals, or professionals that know something specific about the client's implementation or business.

Second line are (typically) internal teams out of datacenter, basic services like database teams, administrational teams, customizing or integration teams of your organization. They are more specialized. People working here typically should be involved in problem management.  

Level III Support - Technical experts who would be employed to resolve issues that are typically very difficult or subtle. This may be software developers or programmers, systems engineers, or other technical professionals that are generally not required to solve "routine" issues not involving product defects, conflicts, or data damage. 

Ques: What are generally program level risks while you are in the process of writing charter for your program?

Ans:

Following are generally program level risks at the time of writing charter:

1. Stability of requirements: mitigation 1,2 
2. Delay in project receivables : mitigation 1, 2, 3  
3. Delay in clarifications, reviews, approval and closure of issues: mitigation 1, ,2 3
4. Change in H/W versions: mitigation  1, 4

Impact: All above are likely to impact project quality, timelines, effort and cost. 

Mitigation: 

1. Impact analysis should be done and all stakeholder should be informed
2. Integrated change management process need to be followed to incorporate changes
3. Escalate through the defined and mutually agreed escalation route
4. Real targeted h/w and s/w environment needs to be frozen along with the requirements

How you can extract information effectively from a customer organization which is very reluctant to provide information pro-actively? Answers to queries are very much delayed.

Ans: There could be following reasons because of which customer organization is either reluctant or provides delayed responses:

1. Priority: Customer may not be taking you on priority, you may want to understand this and negotiate an SLA with the customer for responding to the queries, you can devise a tracking mechanism and start reporting loss of time/schedule, money, effort etc due to delayed responses and non-conformance to the SLA. You just need to safeguard your team/project.
2. Business: Customer at times is busy and occupied in other stuff. If it becomes a regular practice, suggest the customer to introduce an onsite coordinator.
3. Mismatch in standard of knowledge: You may be asking trivial questions which is not matching the knowledge standard of the customer, in this case, raise your knowledge standard by doing study, presentations and training.
4. Solution Selling: Solution selling is a sales methodology. Rather than just promoting an existing product, the salesperson focuses on the customer's pain(s) and addresses the issue with his or her offerings (product and services). The resolution of the pain is what constitutes a true "solution". Hence you need to frame your questions which portray that your questions are trying to solve some customer pain directly or indirectly. Since customer knows his pains, hence probability of responding to your questions will increase.