How to Improve Customer Service and Communications

Customer-ServiceWhen it comes to customer service, many tech-based businesses have a bad rap. Perhaps this is because there often isn’t a team dedicated strictly to customer service. Thinking everyone on your team, from sales professionals to engineers, is a customer service resource isn’t necessarily a problem. However, not training each person on what it means to provide good customer service is. MSPs can stand out from the stereotype by spending a bit more time focused on customer satisfaction. These five quick tips will help your business stand out from others.

Fix the Problem

Note the first word here is “fix”, not “repair” or something else that would require a second visit or call about the same issue. Part of providing great customer service is discovering exactly what the problem is, why it happened, and what you can do to fix this problem. Not only that, you want to be able to solve the problem and deliver a solution once so that the same issue doesn’t arise again. Just as much as you don’t want to be solving the same problems over and over again, they don’t want to have the same problems over and over again.

Think Before You Speak

Communication is key. Even if a problem arose because of their error, you don’t want your customer to feel insulted or subpar. You wording when asking and answering questions has a lot to do with this. If even if your customer is at fault, avoid highlighting this information and instead focus on correcting the problem. For example, instead of telling a customer to check a setting, suggest they change the setting and then change it back “just to make sure.” You want to show your customer you’re helping and the way you communicate is one way to do this.

Characters and Customers

Having a “Customer Service Character” is a great idea. This will help you be more comfortable and avoid taking things personally. Remember, an upset or frustrated customer isn’t angry with you, they’re angry at the situation which you happen to be a part of. Your customer character can help you keep calm, even when the person at the other end isn’t. By remaining calm, in character, and communicating clearly, the other person will feel more relaxed and that their problem is about to be resolved. You appear in control of fixing the problem, and this confidence is often what your customer needs to see and hear.

Take the Blame

Don’t be afraid to take the blame. Customers often judge providers by how they handle complaints, not the instance of the complaints they receive. Customers run businesses themselves and expect the occasional mistake to happen. They then expect us, like themselves, to resolve it appropriately and efficiently. Saying “It’s my fault,” apologizing, and then fixing the problem as quickly as possible will not only show you take responsibility whether things go right and wrong, but it will also demonstrate your level of professionalism.

Be Considerate

Being nice goes a long way, especially in customer service. Remember that customer service has a long-term goal in mind. Short-term setbacks for a long-term progression happen – think exchanges and returns. You want to keep the customers you have and provide such great support, they recommend you and you establish new clients. Communicate well to make sure your customers know that they don’t have to wonder about whether you’ll take care of them. Providing good customer service can turn your customers into fans.

Customer service for MSPs means communicating considerately and effectively. Train your team to be the same way and help them understand the value of treating customers correctly and with respect, even during the most unpleasant situations. Remember that it’s both easier and often less expensive to keep an existing customer than it is to go out and find a new one.

This is a guest post written by Erica Bell. She is a small business writer who focuses on topics such as and . She is a web content writer for .