Your customer service employees are the voice of your company. Do you know what yours are saying?
A reputable IT support company understands the importance of well-trained and skilled employees when it comes to excellent customer service for your company. After all, those employees represent your brand.
Companies seek out candidates with the competence and natural communication skills to provide quality service and customer satisfaction. And that's what you want.
If you're currently outsourcing your IT support, you may now be wondering:
Does Your IT Support Company Have What It Takes?
No company is going to be completely flawless.
But if your customer service employees are consistently making any of the following mistakes, then it's time to start searching for a new IT support company.
Read on to see if any of these are familiar:
1. Working Solely from Templates
Does your support team sound as though it's made up of robots? It shouldn't.
In nearly every IT support company, new joiners in the customer support team are given a set of templates. These are meant purely as guidance to help them understand what is acceptable and what is not while providing support to a customer.
They're meant to be primers. And when it comes to getting that first response, they may work.
The problem is, sometimes a new joiner takes those templates completely to heart and attempts to use them for each and every case. In turn, they begin to sound robotic.
These templates are especially damaging when dealing with return customers.
Customers who return to you for business have shown loyalty to your brand. They want the same in return. And it isn't going to be something read from a template by your customer service representative.
Your customer service employees should know those customers' names, preferences, and needs so that they know they're important. If they aren't greeting them respectfully or rewarding them in some way, they may stop being return customers.
2. Trying to Do Too Much
It is necessary that customer service employees honor the old adage - it's not about quantity, but quality. In an ideal world, the issue would be resolved quickly. But sometimes that's just not going to be the case.
The depth of a problem is going to influence the amount of time and attention required to dedicate to the customer. A good IT support company trains its employees to always consider this before adding another customer to the active queue.
When a customer service employee is trying to do too much and doesn't take the time to verify their responses, they could end up calling customers by the wrong name or sending them an answer that doesn’t line up.
And that's going to be a red flag for the customer.
3. Arguing or Groveling
To cite another old adage here - the customer is always right. Well, not always. But it's at least a good foundation upon which to build.
The only thing that will come of a customer service employee trying to win an argument is that you'll now have a customer who's experienced the worst customer service ever.
Customer service employees in an IT support company are trained in the art of listening and patience. That means they need to be patient when dealing with a customer who feels he or she has been wronged.
Even if it had nothing to do with them.
But there will certainly be times when a customer service employee does make a mistake. They're human, after all.
In this case, the customer service employee needs to recognize the fine line between groveling and apologizing. Rather than bombarding the client with repeated emails, customer service representatives should apologize once.
This should be done politely and with an offer to make up for the error. If the customer is unwilling to forgive, they should respect that decision and move on.
4. Sending Customers to Other Channels for Better Assistance
Does your business offer several support channel options such as email, live chat, and phone? If so, each of those channels needs to be manned by employees who possess proper product/service knowledge.
When a customer calls in only to be told to send an email or go to live chat instead, it's poor customer service.
It not only shows a lack of respect for the customer's personal preferences, but it also leaves the impression that you don't care enough to train your employees.
Whether your IT support company employs 20 or 200 employees, every one of them needs to be fully educated on your product or service. If they aren't, you can bet that your customers won't tolerate misinformation, apathy, or rudeness for very long.
5. Not Following Through
This is particularly critical while providing assistance on the phone or in a live chat.
Unlike with email, live chat or talking on the phone is all about real-time support. And that means your customer service employees need to be prepared to stay the course with each customer.
For how long? Until their problem is either solved or taken to the next level. In either case, customers should come away feeling that the issue has been completely resolved.
Your customer service employees should be listing "office hours" on their contact page as an easy way to let customers know their chat availability.
And your IT support company needs to be overlapping the times these employees are available or scheduling their online hours in such a way that their day ends an hour after your company's live chat hours end.
Reducing this impact of the employee's personal time makes for a happier employee and, therefore, a more satisfied customer.
Is It Time for You to Make A Change?
Once again, keep in mind that no IT support company is going to be perfect. Any time humans are involved, there's the potential for error.
But how those employees handle such errors is critical to customer satisfaction. And any of the above mistakes being repeated with consistency is a real warning that it's time for you to make that change.
Either way, we're happy to help.