I am writing this on a very common and Simple word issue.. what is an issue? It could any sort of degradation or a hit in service, Communication, work. As a service manager what should you do..how you work on a issue it could be of network or AR or customer management. Well I feel Issues related to network will always be handled as reactivity in most of cases. As Devices , Links, Fibers, Routers they have a nature to go down and no one can't stop this from happening yet we can work on how to manage these issues in a better way.. Think on this how you can do this, by involving right teams, communicating the work in progress to customer this is utmost important so keep follow up with customer making sure customer is up on Backup that's why there is always a backup available as even customer knows the links have a nature to go down. anyway I will leave up to you guys on how to handle network issues.
Now lets talk on AR's/Billing payment and Customer management issues..First of all why these issues happen aren't we Service managers responsible to make sure that these kind of issue shouldn't happen. I guess if issues related to AR and customer management happen than we are to be blamed for it. Simple.!!!!
Why customer is not paying the bills , we have to do a followup let our management/leadership know why the bills are not paid if there is a dispute why it is not resolved who is on fault work on these things you will have a better AR number under your belt. If AR's are building up and SM is not able to make sure customer is paying it than it's a SM failure simple that's what I understand.Talk to your customer tell him the consequences on building AR's, just let Customer know that if his link got disconnected then it will be a pain for him and to you as well, this trick has worked for many we don't have to chase them for it as we have setting the expectations right with Customer on issues relating to AR's. Try it guys you will feel the difference..
Also one more thing have seen SM's not giving a good focus on issues related to AR/customer management and when issue blows up out of the proportion than they start working and guess what they will get award for it. No doubt they should be awarded but have anyone noticed why the issue happens in first place why the issues were not handled when it was very simple to handle why it was blown it'sl always say it's a Service Manager failure if these things happen and they have not handled the issues when it was small and was not so important but action was not taken on time made it a huge issue and urgent to deal with..There could be exceptions but for AR's guys it's always SM failure..So work on it this is one of the major KPI for SM's performance..
Happy Customer service management to all..!!!
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