• It is more cost effective. Fully loaded internal people get paid more per hour.
  • Most internal people strongly dislike doing audits and will need to be policed to get it done. 
  • Internal people are biased:
    • Biased to internal process
    • Biased to staff
  • Many employees find it preferable to receive feedback from an external source.
  • With Perfecting Service, you will see how your company compares to other companies in customer service (all companies remain anonymous).
  • Surveys show a result. Perfecting Service provides specific feedback on how to improve.
  • Surveys just show you a ranking and possibly some anecdotal feedback; they do not identify the core issues of what caused any problems. 
  • Care to try it out? The increasing rankings from surveys will be the gauge of Perfecting Service’s effectiveness. 
  • Don’t know your CSAT/customer satisfaction score? Your Perfecting Service scores are a strong indicator of your CSAT.
  • The scores given are similar to that of a CSAT/customer satisfaction score. A 3 is positive, 2 is neutral, and 1 is negative. The scores range from -100 to 100.
  • $799/month
    • 10 tickets per day divided among the service desk team are randomly chosen and audited Monday through Friday. 
    • A monthly employee comparison report and industry benchmark meeting is included.
  • $999/month
    • 1 hour of calls per day divided among the service desk team are randomly chosen and audited Monday through Friday.
    • A monthly employee comparison report and industry benchmark meeting is included.
  • The management and service desk teams receive welcome emails with a sample report, category definitions, and email templates.
  • During the first week, the report is sent only to management.
  • In the second week, the full report is sent to management and the technicians receive just their individual scores and feedback.
  • In the third week and beyond, both management and the technicians receive the full reports. Let’s start a friendly competition to be in the 100% Club!

Go to http://perfectingservice.com/get-started/ or email the following to Alona@perfectingservice.com:

  • ConnectWise or Autotask login information.
  • Which queues would you like reviewed? Closed ‘Reactive’ and ‘Changes’ are the most constructive. 
  • The names and email addresses of the management team that you would like to receive the results. 
  • The names and email addresses of the service representatives.
  • The email address of accounts payable. 

That’s it! Welcome to the Perfecting Service community! More smiles, check!