5 Fresh Ideas To Improve Your Customer Service

How often do you receive complaints about your help desk agents?  How do you know?  Do you have a way of receiving these complaints or do they just come to you when the squeaky wheel is finally so loud that the customer is on the verge of leaving?  Here are a couple of ideas that may help your organization to improve their customer service, and help your bottom line as well.

1. COLLECT COMPLAINTS    Put in a method that collects these customer complaints.  Most noteworthy restaurants today have a way of collecting complaints from their patrons.  They supply you with a survey card that gives them feedback on how they are doing.  You can do the same thing.  Send your clients an email after you have rendered a service to them.  Put your email address on the card and ask them to give you feedback on how you are doing.  Many of these businesses that are owner / operated will give you feedback because they want to see you succeed as well.  Your success often spills over into their success.  And many managers often want to give you the benefit of their experience.  Of course, if you failed to deliver a valuable product or service, you are bound to hear from those that will take the time to tell you.
2. COLLECT DATA        Deploy a method on your website that will collect data.  Put up a web page that allows your clients to fill out a form online, and submit it directly to you, the CEO or manager.  Offer a monthly drawing that rewards the participants something of value.  I would suggest giving each participant a $5 coupon for Starbucks or Panera Bread just for filling out the form, then reward the drawn participant a $25 coupon at the end of each month.  Announce the winner on the website so they know it’s real.  The winner will most likely come back for more product or services and you will receive rewards many fold for your give away. Even the best help desk software doesn’t tell you where you failed to deliver great customer service, but your customer can.
3. CALL CUSTOMERS      Calling your customers to check in and see how you are doing in customer service will certainly pay dividends in the long run.  Not only is it sending a message to the customer that you care about their business, but more importantly, it tells them that you care about customer service.  By calling them and visiting with them, you will get more direct response than anything else you can do.  Listen attentively when you call, don’t try to sell them anything or make excuses if they complain about your service, just promise to do better next time. 
4. COMMUNICATE WITH YOUR TEAM    Having a weekly meeting with your help desk team is the best way to keep them informed of progress within the organization, and answer questions they may have about products or services.  Sharing progress or delays in production may go a long ways in helping them to inform clients verses appearing to be clueless when the client asks about an order or issue.
5.  CORRECT YOUR MISTAKES     If you have an issue or complaint about an order or service you delivered, don’t hesitate to admit fault and correct the issue.  Be quick to give the customer credit for the mistake or reward them with a future discount to make up for the problem.  Not only will the customer remember your professional manner, but they’ll probably continue to do business with you in the future as a result. 

During these tough economic times we had better pay attention to our clients and how we treat them, or they won’t be our clients anymore….there are just too many choices available today for us to ignore something as simple as good service.  You can try tools and trials for free help desk software that will help you in your quest.