Image Above: HDI Certified Technicians in the NOC at Collabrance in Cedar Rapids, Iowa.
Please raise your hand if you’ve ever gotten frustrated because of an automated phone attendant. As an end user, trying to work your way through the automated phone system at any business can be incredibly frustrating. It feels like people hate talking to robots; so why do so many MSP technicians end up sounding like one? In this blog, here are some lessons learned on ways you can create a better customer experience when resolving their IT issues.
Excellent customer service begins with treating people how they want to be treated. Most people want to be treated like they are human. Consider the difference between some common, simple phrases:
"Anything else?" vs. "Was there anything else I can do to help?"
"I need you to log in" vs. "Once you get logged in…"
"That can’t be done" vs. "Let’s see if there is a way for us to do that."
Can you hear the difference? Your MSP’s end users can.
Creating a consistent tone, avoiding negative language, remaining personable and casual – they all lend themselves to making customers feel comfortable. Customers who are comfortable feel open to future interactions, and don’t feel like they wasted their time calling the help desk.
If you have found your MSP’s customer satisfaction scores decreasing, it may be time for a change. There are various help desk customer service training options available for your managed services business to invest in to enhance your end users’ experience. If you are using a master managed service provider, be sure they are providing ongoing training for their technicians.
Collabrance requires each of our service desk technicians to become HDI certified to ensure we provide end-user customers exceptional service experiences when resolving their IT issues. Learn how Collabrance can help you grow your MSP while keeping your customer’s satisfaction our #1 priority.
Great customer service often comes full circle. When your customers are happy to work with you, you’re happy to work with them. Positive interactions lead to lasting relationships and keep customers coming back. It can even result in referrals and them sharing their great experiences with others who could be future customers.
Our last tip? Examine your company culture. As the Stephen Covey saying goes, “Treat your employees exactly as you want them to treat your best customers.” Our company culture centers on integrity, respect, and excellence in all we do. Our techs bring these traits to work every day, and as a team we maintain an average 97% customer satisfaction rate. With a live-answer help desk and affable technicians, Collabrance puts the humanity back in IT support.
- Why You Should Share Your Tech Knowledge with End Users
- Why Your MSP Should Be Measuring Customer Satisfaction
- The Importance of a Live-Answer IT Help Desk
- How Technical is too Technical in your MSP Conversations?
Courtney Ray, Service Desk User Support Specialist at Collabrance, is responsible for working inbound calls, user generated tickets, chats and assisting other techs within the NOC. She has an Associates of Applied Science degree from Kirkwood Community College.