High-quality customer service is fundamental to become successful in the business world. For that reason, companies susceptible to technical problems make use of a help desk team to work in their favor. Competitive managed IT services in the Philippines utilize high standard IT service management tools in order to optimize their help desks’ performance. Aside from that, they could also improve their help desk through client centricity. An IT support team that’s driven to deliver good customer service will surely achieve customer satisfaction.
Here’s what your trusted Managed Service Provider should have in their help desk’s customer service:
S – Stepping Into the Clients’ Shoes
One way to have a client-centric help desk is by seeing information technology in the perspective of your clients. When they take the time to know how clients make use of the IT services that they avail of, these folks are able to understand how it affects the businesses. That way, they’re be able to correct bad practices and help clients to maximize the technology they are using. By stepping into their clients’ shoes, they continue to improve on their services and induce more customer satisfaction.
E – Encouraging Constructive Feedback
Feedback could be a great source of improvement when utilized properly. Help desks that encourage feedback and suggestions can take businesses a step closer to achieving success. It enables clients to reaffirm good practices and point out issues that need to be addressed. Feedback raises awareness regarding the company’s weak points and gives them the opportunity to work on them. When they strive to continually improve their help desk services, they will be able to deliver excellent customer service.
R – Recognizing Lapses and Taking Accountability
Technical problems could cause different levels of inconvenience to end-users. And, regardless of who’s fault it is, they apologize for the trouble the IT issues caused to their clients. People turn to help desks because they encountered problems and the last thing they want to hear from them is that it’s their fault. When one recognizes the lapses and take accountability, he’ll be able to avoid enraged clients and focus on resolving the problem at hand. Moreover, agents should also remember that not all incidents fit a script found in the script library or knowledge base. When this happens, they respectfully admit that they don’t know how to solve the issue. They make sure to look into it and get back to the client when they do.
V – Valuing the Clients
Clients want to feel that they are valued. And the way they are treated reflect how much they are valued. If help desk agents treat their clients as mere ticket numbers, it would be difficult for them to deliver high-quality customer service. An excellent help desk agent always takes the clients’ feelings and expectations into consideration. The best way to do that is by treating others the way oneself wants to be treated when speaking to a help desk agent.
I – Informing End-Users Ahead About Upcoming Issues
Despite the efforts made by businesses to make their services work smoothly, issues and downtimes could still take place due to limitations. Those situations can’t be helped, but that doesn’t mean there’s nothing that can be done. The best way to regulate the damage these problems may inflict on is by notifying the clients ahead of time. That best way to make clients understand is the reason behind the inconvenience they’re experiencing.
C – Customizing the Approach for Each Client
Every client is unique, and there is no one-size-fits-all approach that one could take to make all of them happy. Help desk agents should remember that they are dealing with diverse personalities who have different needs. By knowing how to customize the approach for each client, they are able to satisfy the needs in a manner that works best for their clients.
E – Empathizing with the Customers
When dealing with a client, they always listen carefully. Listening doesn’t just help understand the client’s problem, it also helps to empathize with them. Empathy is necessary to keep clients happy. There are many instances that clients get ticked off by help desk agents because they treat their urgent problems as low priority issues. Once the issues are understood, they are able to deal with them appropriately without invalidating their clients’ feelings.