Maximizing Client Satisfaction by Minimizing Corrections

“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 time. We look for instances like the wrong machine being remoted in to, the wrong password being changed, remoting in to a computer without approval, or the client having to spend time repeating themselves.

Taking the extra care to ensure that no corrections need to be made in your service tickets makes for an efficient service desk and happy clients.

Wouldn’t you like to get comments like:

“Awesome service!”

“You were so helpful!”

“Excellent customer service! You’re the best!”

 

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Alona Bolotnikova is committed to increasing client satisfaction and retention for managed service providers. Her years of experience in customer service and an overzealous eye for detail helped form Perfecting Service, “the best-kept secret for MSPs."