Customer satisfaction may seen like a murky cloud of uncertainty. One small misunderstanding, and suddenly the world (or your target market) looks at you like villain. You strive to be exceptional in every service interaction — so how do you convince your customers that you are?
One of our favorite pieces of advice, both professionally and in life, is to “over-communicate.” While you may know that you’re working long hours to resolve every ticket, it’s not always obvious to someone who may not understand the process.
Put yourself in the shoes of your customer. If you’ve reached the point where you are submitting a ticket for a malfunctioning device, something has clearly gone wrong and it’s delaying the work or services that you produce. A couple of days go by, but there isn’t a lot of action in the ticket other than it’s been assigned to a technician. It’s time for a follow up to check on the status. Now begins a vicious cycle of frustration both for the customer waiting for service and the technician diligently working on resolving it. Why can’t the customer see that? Well, they literally can’t. And that’s where visibility comes in.
In Black and White
What your service desk should offer is an interface for the customer to see what’s going on with their ticket. Obviously, every single piece of information can’t be included, but at the most basic level, a status section is hugely beneficial in showing (not just telling) a customer the progress of their inquiry. A great ticketing solution (like Samanage) allows for technicians to make notes on what they’re doing, and provides a section for the customer to make comments. It’s all about open communication and giving the customer visibility into their request.
In addition, something as seemingly simple as seeing how long it took for the assigned tech to respond and resolve an issue can be powerful for you, too. This will feed into your service desk metrics and reporting.
If you’re looking to improve your customer satisfaction, one of the easiest ways you can get started is through a customer satisfaction survey. It might be rough to get the criticism, but it will give you insights into the perception your customers may have of your team. You’ll be able to pick out specific pain points and focus on revamping the service desk to address them.
With that feedback, you can keep an ongoing report utilizing the metrics and provide executive with facts on the improvements made and how the perception is changing. For example: Are you high quality, high cost, in which your services are costly but your customers are happy? High quality, low cost, which is the sweet spot you should shoot for? Or, heaven forbid, low quality and low cost? The numbers give you greater insight into what your weaknesses are, and a platform for continuous improvement.
Beyond the numbers, keep in mind that people buy from people. Engage with customers the way you hope to be engaged with. The angriest tend to speak the loudest, so ensure the level of service provided is exceptional, no matter how small the issue is. As long as you keep your quality high and your customers happy, you’ll be in a good place.
About Oz Merchant
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