Grammar and Customer Satisfaction (CSAT)

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

Than: comparison

Its: shows possession

It’s: it is

Were: past tense of are

Where: specifies a location

We’re: we are

Affect: to influence

Effect: a result

Bear with me: be patient with me

Bare with me: doesn’t belong in the workplace

With daily feedback to service technicians in areas such as grammar, politeness, and expectations, Perfecting Service helps make sure that you and your team leave a positive overall impression on your clients.

 

 

 

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.”

Increasing Customer Satisfaction Scores (CSAT) Through Politeness

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!

 

 

 

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.”

Managing Customers’ Expectations to Improve Customer Satisfaction Scores (CSAT)

“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 are kept or at the very least rescheduled with appropriate notice.

We work to make sure that our clients’ customers do not feel the need to call or email in to check on the status of their tickets because they are getting updated frequently enough that they know that their issue or request is actively being worked on.

When customers’ expectations are properly managed, it leaves a much better impression and a happier customer.

 

 

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.”

Improving Customer Satisfaction Scores (CSAT)

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.

 

 

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.”