Make a list of the top three companies you truly enjoy doing business with. Now, make a list of three companies you hate to deal with. Maybe you’ve even blackballed a few companies that you will do without something you really want just to not deal with them. What sets those companies apart? What makes you feel the way you do about the top three as opposed to the bottom three?
Most likely, it’s how you are treated. This is more important than how quickly they resolve your problems, how much they charge for their services, or even how many problems you experience with their products. Now, how can you use these lessons to empower your help desk workers to deliver top-notch customer service, day in and day out?
1. The Race Doesn’t Always Go to the Swift
For many years, the help desk lived and died by the time clock: how quickly could they resolve a ticket and get on to the next one? Today is much different. Help desks aren’t judged by the speed of their service as much as the quality of that service. It’s not just get it done, but do it right.
2. Keep the Customer Informed of Progress
Since some things aren’t resolved in an hour, or even in a day, customers can get antsy. When they don’t hear from you, they assume you’ve forgotten and nobody’s actually working on their issue. Send emails or make calls to inform customers what is being done, who is working on the problem, and when they can expect an answer or resolution.
3. Listen Until You Understand
Are your workers actually listening to what your customers are saying? Sometimes they hear the same problem so many times, they assume they know what the call is about without taking the time to really listen. Occasionally, a customer needs to rant. Letting them get it out of their system helps them to calm down and move on. Let them. They’re likely to be far more reasonable after they’ve had their say. Repeat what the customer explains until you are both satisfied that you hear and understand.
4. Always Deliver More Than You Promise
Which is better: expecting a grand birthday party with cake and streamers and lots of gifts and getting nothing, or expecting a small affair and arriving to a shindig with all your friends, your favorite cake, and even a live band? Your customers feel the same. They’d rather expect less and get more than to expect more and get less.
5. Empower Your IT Help Desk With the Right Tools for the Job
Do your workers have the right tools to manage the workload and handle customer issues in a timely way? Are they armed with solid IT asset management tools and help desk resources, such as online knowledge bases or self-help centers? Make sure you have an ITSM solution that helps them help the customers.
Lastly, happy workers produce happy customers. Foster a positive corporate culture that makes workers feel appreciated when customers go away smiling.