HCL Technologies faces two main customer service challenges: 1) focusing too much on technology and feedback systems instead of empowering and inspiring employees, and 2) meeting diverse customer expectations across different communication channels. To overcome these challenges, HCL should define its organizational purpose to motivate employees, hire staff who enjoy serving others, provide training for difficult situations, empower staff to use their talents, respond to customers in a timely manner, and create positive customer experiences with an innovative and flexible approach.

1. HCL TECHNOLOGIES
BY Himal Rustagi

2. PROBLEM STATEMENT
• HCL focus myopically on the infrastructure and technology to support voice
of the customer (VOC), customer experience (CX), and enterprise feedback
management (EFM) and neglect their greatest customer experience asset
and feedback source: competent, customer-focused, and engaged
employees who are both capable and inspired to consistently provide
superior customer service.
• ALSO, the employ capable workers who possess adequate job knowledge
and demonstrate sufficient job skill. These employees know WHAT to do
and HOW to do it.
• Where most companies fail (and where the consistency of customer
service quality routinely breaks down) is they stop there, assuming that
employees are now equipped to consistently provide exceptional customer
service.

3. How can they overcome this challenge?
• What these companies overlook is the need to define and share the
organisation’s purpose, which informs employees about their highest
priority at work.
• Employees need to know WHY they are doing WHAT they are doing
HOW they are doing it.
• Instead of just being given something to work ON (duties and tasks),
employees must be given something to work TOWARD (purpose).
• The result is a workforce that is not only capable of providing superior
customer service, but inspired to do so consistently.

4. PROBLEM STATEMENT:
• the biggest customer service challenge in HCL is meeting diverse
customer expectations in public on diverse channels – email, live
chat, telephone, face-to-face, and social media.
• Email brought the challenge of understanding emotions and
communicating well with no tone of voice. Now with social media,
companies face all those challenges with the extra pressure of doing
it in front of the world.

5. How can they overcome this challenge?
• Hire staff who love to serve others. Then give them training on how to deal
with difficult moments. I can help you with this!
• Give staff permission to use their talents and skills. Staff who can only
escalate requests can't serve.
• Respond to customers in a timely manner. Late responses tell customers
you don't care.
• Create irresistible customer experience moments – positive and easy. The
easier and more positive you make it for customers, the greater your
success.
• Be flexible! An innovative can-do approach and attitude beats
procedures/process every time.