Author Archives: Perfecting Service
“You totally spelled my last name wrong.” “You accidentally disabled my Outlook yesterday. I haven’t gotten any emails.” “Be aware that taking control of a user’s computer without approval or acknowledgment… can create a great risk to the user’s sensitive data.” “Her computer was taken over without notification or warning while she was on the phone with a customer.” These are some comments we’ve seen from our clients’ customers before they began following the Perfecting Service best practices. It takes 12 positive experiences to make up for one negative experience in customer service. When a client opens a ticket, they’re already taking time away from their regular work duties, and the last thing they want to do is to deal with the wrong issue or request being addressed or having to correct or repeat information that they already gave. Overlooking details like screenshots that were already provided, not gathering the correct information over the phone, or assuming certain things without double-checking wastes time for both the client and the service desk. Our Perfecting Service team looks out for instances where corrections needed to be made in a ticket so that we can identify patterns and prevent future frustrations and wasted …
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In a study of perceived author credibility and mistakes in spelling and grammar, the results suggest that better quality will elicit greater degrees of perceived author credibility. Simply put, service desk technicians should pay attention to their spelling and grammar for their work to leave a positive impression on customers. Maintaining proper grammar rules increases the authority and professionalism of the organization the technician is representing. A client may think, “If they don’t know the difference between ‘their’ and ‘there,’ are they paying attention to the details in fixing my issue?” The attention to detail that is required for proper spelling and grammar evokes a feeling of competency and accuracy regarding someone’s work. Moreover, error-ridden communication can demonstrate a lack of care. Poor grammar and spelling can come off as unprofessional or sloppy and can leave customers with a less than perfect impression even if their technical issue was taken care of. The team at Perfecting Service points out errors in grammar and spelling and corrects them so that bad habits can be addressed. Some common words that we find misused are: Your: shows possession You’re: you are Their: shows possession There: specifies a location They’re: they are Then: time …
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Although most people are taught at an early age to “mind their manners,” one of the top customer service complaints is that a representative was “rude or condescending.” A surefire way for a client to have a bad service experience is for them to be treated in a rude or even overly curt way. Additionally, customers will tell twice as many people about a negative service experience than a positive one. Service desks can get busy and overwhelmed, but remaining polite and taking the extra split second for pleases and thank-yous is well worth it. Customers love hearing the words please and thank you repeatedly because it makes them feel important and appreciated. Perfecting Service helps make sure that clients are getting the polite treatment that they expect from a service desk by pointing out areas where communication can be improved by increasing the level of politeness. We provide technicians with daily feedback so that they may refine their service approach and leave your clients with a positive impression. More politeness from your team will lead to more smiles from your clients!
“This is ridiculous how you handle your customer support, it’s been two weeks!!!!” This is a complaint one of our clients received from their customer before they began following our best practices and allowed too much time to go by before updating their customer about an active ticket. It’s been shown that customers who feel the need to proactively reach out report satisfaction scores about 10 percent lower than customers who don’t check in. Additionally, a 10 percent increase in a company’s customer satisfaction score results in a 12 percent increase in trust from its customers. Managing expectations is a crucial component for good customer service. Rather than being bothered or annoyed by service technicians touching base with them, customers expect to be followed up with to enhance their positive service experience. Because of this, service desk representatives should always check in with their customers as their ticket resolution progresses. The Perfecting Service team works with customer service technicians to get them into the habit of ensuring that any delays or unforeseen problems are communicated to their clients right away, that no more than a few days pass without the customer getting an update about their ticket, and that appointment times …
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“It’s not fixed. I can’t believe I received this. Ridiculous.” “You’ve got to stop this closing before talking to me thing!” “Why are cases being closed before anything is checked out that this has indeed been set up correctly? Am I the only one that finds this incredibly irritating?” These are just a few of the comments we’ve seen from our clients’ customers before implementing the Perfecting Service customer support best practices. A standard we instill is that the ticket isn’t completed until the customer tests and verifies the resolution and then approves that the ticket may be closed. After this confirmation, a closing email needs to be sent. Closing emails, like the name implies, close the ticket that was worked on. They leave a paper trial about the work that was done and also give you a chance to follow up with the customer one more time and leave a lasting positive impression. Even after a verbal confirmation, a closing email is needed so that you and the customer have peace of mind that the correct work was done and that any changes that were made are surely known. You can kind of think of a closing email …
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A CSAT, or customer satisfaction score, is a crucial metric used to measure your clients’ happiness with the customer service that they have received from your help desk. Steps taken to increase this score play a vital role in customer contentment, retention, and referrals. What is the best way to ensure that your service technicians are following best practice procedures and in turn giving your customers more reasons to smile back with a positive CSAT rating? Keeping feedback to your technicians timely, quantitative, and unbiased is the key to providing your team with the specific guidelines that they need to succeed. Check out this post for more information.