This week’s batch of stories deals with the good, the bad and the ugly. The good news is that the decline in tech spending may be history. The bad and the ugly: Google’s customer service. Read on…

The Good: Forrester says the Tech Spending Downturn is Over — Huzzah!

Support requests can be sent only through e-mail, to which Google can take up to 48 hours to respond. Yes, two days.

Computerworld magazine reports that the tech spending downturn is over, according to a report released by Forrester. The research firm predicts that IT spending in the United States will increase by 6.6 percent in 2010, after falling 8.2 percent last year.

Even if Forrester’s predictions are correct, it will not necessarily mean a full recovery, according to Computerworld. Spending for 2010 will still be less than in 2007 and 2008. What’s more, the mag warns of the possibility of a double-dip recession – that is, a growth spurt, followed by another decrease of 3 percent to 4 percent. Cross your fingers.

The Bad and the Ugly: Lessons in Customer Service from Google Read more…

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This week we have one lone term, but it’s loaded: The Cloud.

At the very least, you probably have heard the term dropped at a meeting or two. Or, you may just be chin-deep in the cloud, scrambling to find a way to use it to break your company’s Microsoft-branded shackles.

If you are one of the former, who know it’s there but don’t know much more about it, the top tech publications have your back. Ars Technica and Informationweek recently published (almost) everything you need to know about cloud computing. Here’s a rundown:

Level 1, Working knowledge of computing: If you know of the cloud but nothing more, read Ars Technica’s intro piece. It’s a rich, informative primer that covers everything from the history of client-server computing to the rise in popularity of the grid and “utility computing.”

The article, written by Jon Stokes, also touches upon the unfortunate name that seems to have stuck.

“It doesn’t help that the image conjured by the word is of something vaporous, flimsy and fleeting—,” he writes. “Whatever cloud is, it doesn’t sound like the kind of thing you want to entrust critical business functions to.” This brings us to the next article:

Level 2, C-level exec with computing knowledge but more concerned with selling the idea: The cloud is supposed to revolutionize the way we work. It promises to end to waste and redundancy in the enterprise, lower costs and produce happier workers. But when it comes to what it’s called, the name doesn’t fit the face. (Think of the whole “swine flu” vs. “H1N1” debate.) Read more…

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Recently, while reviewing the quality assurance surveys we conduct with our customers, I noticed a common thread in the comments: the importance of following up.

Quality customer service isn’t just a nicety or something you’d find in Charleston; it’s critical to the health of a business.

Here’s a sample:

“You were awesome and this follow-up e-mail speaks volumes of how wonderful your service was.”

And another:

“I was absolutely thrilled when I got an e-mail from [the consultant] the next day with tutorials. I thought that was amazing customer service. Customer service is dead these days. Your company renewed my faith in it.”

It’s standard practice here to send customers reinforcement learning tips and e-mails with topics that are related to the software issue that prompted them to call in the first place. Glass-half-empties may say it’s overkill, or that it’s akin to spamming. Read more…

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Some of our customers are so surprised that our consultants are friendly, they send us letters like this:

“Now I must tell you that I’m not the brightest when it comes to technical-type stuff. I’m sure I asked a lot of ‘silly’ questions, and probably had to ask them more than once. [Your consultant] never made me feel stupid and demonstrated the utmost patience and kindness when dealing with me. I have had to call back on a number of occasions and requested to work directly with him because he was so knowledgeable, helpful, personable, and, oh, did I mention patient?”

While we welcome praise like that, it does make us wonder why dreadful customer service is the accepted standard — at help desks for sure, and in business in general.

It’s a fact that if customers are treated poorly, they will hesitate to call back the next time they have an issue.

In a recent piece in Information Week magazine, staffer Art Wittmann argues for a more customer-friendly future. In IT, Wittman says that interest in end-user satisfaction needs to increase. Help desk techs need to learn soft skills, and how to use them.

Wittmann’s piece was a response to Microsoft’s move to open Apple-like stores in the near future, complete with digital media walls and a space fit for birthday parties (!). It seems Microsoft wants in on the good-customer-service game.

The lesson to be learned from Microsoft’s efforts, Wittmann writes, is that the drive to create customer loyalty is something all enterprise CIOs should have on their minds.

“If you still have pockets of technologists sitting around swilling Red Bull and laughing at ‘lusers,’ wake up and smell the clouds rolling in,” he writes.

We couldn’t agree more. It’s a fact that if customers are treated poorly, they will hesitate to call back the next time they have an issue. Instead, they’ll ask a colleague for help and waste the time of two employees, devise clumsy workarounds, or do nothing at all. Morale will suffer too.

Who is losing money now? The company, that’s who. (Jen Darr)

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