Every MSP company has a customer service department, even if it consists of only a couple of people. After all, business is all about serving others. Pleased customers are that much more likely to spend for services as time progresses. In short, revenue generation is partially determined by the quality of customer service.
An Understanding of theValue Offering
The customers of your MSP company are looking for true industry experts. If your customer service team does not demonstrate a clear and thorough understanding of your services, you will lose business. Furthermore, there should be an overarching understanding of the industry as a whole. If your team is not already attempting to memorize information about your services, it is time they invested the time and effort to do so.
A Sense of Empathy
Customers are looking for service providers who empathize with their struggle. Your team should express sympathy for customers who are experiencing problems. Each customer service representative should make a concerted effort to understand where customers are coming from, what their problems are, and why they are so challenging. If customers are angry, make it clear that their problems are recognized and solutions are in the works. Provide customers with a reason for hope, and they will prove that much easier to work with.
A customer service representative who miscommunicates is difficult to trust. Customers crave clear and cogent communication that gets to the point without a lengthy verbal run-around. The statements your team makes should be crystal clear and not subject to interpretation. Your team can enhance its communication skills through practice sessions with faux customers. Provide such training and your team will prove have a chance to master the art of communication.
The best customer service representatives have a can-do attitude. In short, your team should be eager to solve customer problems. Team members should use positive language, acknowledge the problem without downplaying it or dramatizing it, and provide a timely solution. When in doubt, search for alternative solutions to eliminate the issue at hand.
A Good Listener
Pay close attention to the customer’s words and tone. Every single word matters. Furthermore, the manner in which those words are said also matters. When in doubt, ask questions for additional understanding. Do not attempt to multitask while listening as doing so makes it that much more difficult to comprehend the customer’s challenges. Be sure to repeat the most important statements to the customer so he or she understands you are listening.
Above All, Strive to Create a Helpful Experience
The overarching purpose of customer service is to help. MSP company customer service representatives who make a concerted attempt to help solve client problems will be held in high regarding, ultimately making it easier for the business to retain clients over the long haul. Exhaust all possible avenues to solve customer problems, treat customers with respect and they won’t consider giving their business to the competition.