As IT Service Week comes to a close, we know that the ultimate goal is always to please your users and customers. But, we know that there are always those lackluster customer satisfaction results that can really dampen your day. So, here are some surefire ways to rejuvenate your staff and start driving those ratings back into the stratosphere.
Stop Being Representative #87649573 and Start Being John or Dave or Tom
It’s important to get to know your customers. Be personal with them. This is possible even if you have an IT help desk with many different workers and an enormous customer base. Be sure that customer profiles are complete and accurate with data collected from across the organization, including billing, sales, tech support, etc. Teach your reps to speak to customers as helpful friends and use real first names like John and Jane. No more rep numbers! Treat your customers like the valuable friends and partners they are.
Knowledge Builds Trust and Respect
One tried and true way to alienate customers is to staff your help desk with folks who know nothing about your organization, brand, products, or documentation aside from what’s printed on a checklist they’re supposed to read to every single caller. It’s time to do away with this ridiculous model and start training help desk workers to actually understand and address customer questions and issues.
Give Customers a Sense of Community
A sense of belonging is a huge factor in customer loyalty. If they feel like they belong to an exclusive community, they’re more likely to express high levels of satisfaction, and more importantly, more likely to stick around as customers. Give them VIP access to special sections of your website, and endow them with special discounts and rewards. Set up social media pages where they can interact and/or provide forum groups. These things really work.
Look for Those Opportunities to “WOW” Your Customers
Once in awhile, your help desk folks have a chance to really impress and please a customer by going above and beyond with service, price, assistance, or another means. Often, it costs little or nothing to do. Train your workers to recognize these opportunities and deliver a wowing experience whenever possible and practical to do so.
Reward Excellence in Customer Service
What do your help desk staffers stand to gain when they make a customer especially happy? What’s in it for them when they are able to calm down a particularly angry customer or perhaps turn an iffy customer into a loyal one? Set up a system of rewards for stellar customer service. There are different ways to do that, ranging from bonuses to prizes to time off or a simple pat on the back, but rewards can go a long way towards encouraging great customer service, especially when it’s tough to do.
Great customer service flows top to bottom. If your managers are exhibiting great customer service skills, your help desk team will too.
About Chris Walls
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