Even the best MSP business will have the occasional customer service fiasco. If you’re going to reduce such instances, you need to prepare for that which can be predicted. Following are strategies to help dispel interactions customers find unsatisfactory:
Ensure Highest Possible Training for Employees
An MSP business needs to train employees for dealing with difficult clients. You’ve got to teach them which phrases to avoid, give them call-flow scripts, and whatever else is necessary or recommendable for you to make it easy for them to treat clients well. This training can’t be static; you’re going to have to introduce changes periodically, so incorporate that into your operational protocols.
Ensure Employees Are Always Appraised of Changes
There will be shifts in terms of provided products and services over time. Employees must be contemporary with these changes, as clients will have issues that need to be addressed. If your employees don’t even know about the service which a client is having an issue with, they’re going to bumble around and confound that client, multiplying their anger. Keep everybody in the loop.
Be Prompt in Clientele Address as Well as Employee Feedback
When clients need something customer service related, you need to ensure they’re promptly dealt with. Keep them holding as little as possible and make issue resolution core to operations. Provide incentive for quick resolution, if you can. It’s also advisable for you to provide effective employee feedback. That is to say: when they do well, tell them. When they don’t do well, you additionally need to tell them. If your employees don’t know they need to improve, or where, how will they? Just be politic in your feedback; a couple of criticisms with compliments, etc.
Your MSP business can reduce customer service issues if you address client problems swiftly, provide effective feedback, keep everyone in the loop, and continuously train your team. Initiate changes as possible.