Embedded throughout the new customer service / knowledge based framework we added to our POS software website this week is transparency over escalation points in our business.
We make it easy for our customers to know to whom to take concerns: right through to the owner of the company. We have found that such transparency is appreciated and rarely abused.
Consistently reminding our customers of the escalation points in this new customer service resource is important. Too often software companies hide contact points and hide the details of the humans who provide their services. We go the other way – transparent publishing of details and the names of the people providing our services through to the leadership group of Tower Systems. We do this out of pride. Those who are not as transparent maybe do so out of fear.