Monday, January 26, 2009

While training and experience, professional aptitude and overall expertise may be more relevant to the job functions of a computer forensic engineer, customer service is also a critical factor that should not be disregarded.

A business or individual seeking the services of professional computer forensic engineers will consider many things before making a decision. Experience is particularly important, as is competency and a proven track record of success. Unfortunately, these factors are often disregarded, as many potential clients ultimately favor the company that offers the lowest quote for forensic services. This is especially true during an economic recession.

However, as competition in the field of computer forensics increases, it is exceptional customer service, not price, that may be the decisive element fueling a company’s continued success and profitability. Of course, nearly every small business, retailer, and corporation will advertise outstanding customer service, and it’s a standard tale told on nearly every website maintained by computer forensic experts and agencies.

But clients aren’t easily fooled by savvy website copy, especially when it tends to be a repeat of the same drivel from the last three websites they looked at. A potential client can usually discern whether or not they’ll be receiving the advertised excellent customer service within a few short phone calls. An apparent disinterest in the conversation, a condescending ‘we know everything and you know nothing’ tone or attitude, or a quick brush-off are all indicative that customer service skills are lacking, to say the least.

Regardless of what the computer forensic expert or agency believes, the individual or business seeking to retain their services believes that the job which requires those services is an important one. Computer forensic experts need to realize that every case, no matter how small, is important, and they achieve that by making the client feel that he is important to them. Understanding the clients needs, and subsequently fulfilling those needs to the best of their ability, is a key factor of great customer service.

Kessler International, the premier investigative consulting firm specializing in forensic accounting, computer forensics and brand protection, understands that superior customer service is of vital importance and significance in today’s society.

“I have no doubt that Kessler International’s founding philosophy of putting the client first has driven our success,” says Michael G. Kessler, President and Founder. “After 20 years, we continue to provide the highest quality of service by adding value to each relationship that we have managed to develop into a reputation of excellence.”

Everyone has had experiences with bad or inadequate customer service. It has invaded every industry indiscriminately, from the fast food counter clerk to bank managers, from receptionists to doctors, and from the despised tech support lines in foreign countries to major corporations that see only numbers, not people.

In an industry such as computer forensics, where expertise, knowledge, experience and skill are imperative building blocks of any such structure, customer service provides a strong, solid foundation, ensuring that the organization will stand indefinitely. But when customer service is disregarded, the remaining building blocks can no longer stand as one cohesive unit. The structure fractures, and eventually falls.

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