06 de August de 2012 in Blog, Satisfaction
The good and the bad news is that whenever a customer finds a problem with the service purchased is that the solution is usually indoors. Yeah, so the technician shouldn’t put the blame on competition or external reasons. What is needed is an attitude of openness from the professional equipped with the proper tools and a channel to listen to what the customer needs, so that the company can maintain this client and ensure his satisfaction.
A survey made by the American Society for Quality – ASQ demonstrates the reasons why companies lose their customers, these reasons are usually closely related to post-sale. See below the order of importance:
1st. indifference of attendants.
2nd. complaints not answered
3rd. advantages offered by the competition
4th. for address changes or loss of reference
5th. For sale reasons
Knowing this the HDI – Help Desk Institute, the largest association of Help Desk professional market, created the world standards and certifications, which are published in its Help Desk and Customer Support practices report, here we can find the top 10 most important qualities for a customer service professional.
In order of importance they are:
2nd. Verbal skills
3rd. Knowing how to talk to a client on the phone
4th. Learn to ask questions
5th. Learn to solve problems
6th. Ability to work under pressure
7th. Ability to reason logically
8th. Learn teamwork
10. Ability to learn quickly.
* Source: Blog da Gladis
23 de July de 2012 in Blog, How to, Satisfaction
Customer Service is about serving customers. Serve in a simple, rapid and objective way. It is the responsibility of the company to constantly review their procedures for customer service to keep them simple and objective. Personally speaking, I hate the telephone answering systems. As a customer, is extremely frustrating when I have to navigate through layers and layers of systems to get the company’s help.
Complicated procedures that constantly put customers on hold, lower their standards of customer service. Simple procedures build relationships, complex procedures destroy relationships.
Simple procedures show that you take your customers’ opinions into account, and you have removed all unnecessary procedures for the company to serve customer better.
If the calls you receive from customers are really important to you and your company, prove that you want to serve customers by serving customers directly instead of transferring them to automated systems.
“Your call is very important to us, please wait…” is one of the most ridiculous phrases that exists in the business world.
Do you agree?
18 de October de 2011 in Blog, Satisfaction
Unfortunately IT is not always well seen among some users, department heads and even managers. In meetings that I used to participate, a long time ago, IT was massacred by the other department heads and directors. “The technology does not work when we need it”, “IT takes a long time to solve problems”, “IT is a black hole” among other things said in meetings.
In the last several years I am increasingly pleased to know that this state of mind about technology is changing, the businesses are needing technology more and more to be competitive and perpetuate themselves over time. Despite this improved awareness, I would like to present tips that serve as factors that generate value for both you, the manager, and for your support team.
1. User Satisfaction Report: Your internal team works hard to keep the business stable, meeting numerous requests daily, but not always getting feedback from the users. If you have access to satisfaction reports with flashy and very easy to understand graphics, I strongly recommend using the murals available in your organization (the coffee room, cafeteria, etc…) to show that your IT department is concerned with maintaining quality in the services provided. Users will realize this, and more value will be generated both by users and by other managers in the organization.
An important note: If your help desk has a bad satisfaction average from the users, I recommend that the satisfaction reports shouldn’t be available in the organization. In this case it’s time to look within your team and observe the reasons that led to a low a satisfaction rate.
2. Activity report in each department: Many department heads and board members do not even know what their support staff is actually given and what are the real difficulties of its users. An activity report run by the technical staff that portrays the services executed in each department won’t leave any doubts about what was demanded and what was done.
3. SLA Report of each department: The idea here is that the same as the user satisfaction report, the SLA report will show that the SLA incidents are being met within the agreed standards, avoiding frustrating the user. Use the murals available in your organization to show it. Take the reports to department meetings or SLA data board for each department. Remember the famous saying: “Against facts, there are no arguments.”
4th. Incident Evolution: It would be very interesting if the quantification of incidents would be shown, either monthly or yearly. It shows that the progress of your team is essential. It allows interesting analysis of your growth.
5th. How-to incidents: It’s interesting that the help desk supervisors submit to an overview of the “How to” incidents where the difficulties of users in each department and obvious need for training are highlighted./
It’s time to revolutionize your Help Desk!