Comments on: MSPs: Four Ways to Boost Customer Satisfaction http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/ Managed Services & Cloud Services Blog for VARs & MSPs Tue, 14 Feb 2012 18:25:29 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: How to boost customer satisfaction | Biz Spark News http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-56439 How to boost customer satisfaction | Biz Spark News Tue, 09 Nov 2010 20:54:49 +0000 http://www.mspmentor.net/?p=5544#comment-56439 [...] of the best ways to boost customer satisfaction is to have a data base that manages all the customer relations records that the company has in a [...] [...] of the best ways to boost customer satisfaction is to have a data base that manages all the customer relations records that the company has in a [...]

]]> By: Anthony Chiappetta http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-51968 Anthony Chiappetta Tue, 19 Jan 2010 02:36:42 +0000 http://www.mspmentor.net/?p=5544#comment-51968 I'm going to re-assess our incoming call route based on the points made here. We've used auto-attendents in the past to show off the phone systems we sell, but perhaps its best to use them only if the phone can't be immediately answered via a live person with a friendly voice? I always prefer a quick pickup, by someone that can help when calling a vendor for support, and I'm sure my customers would appreiciate the same. I’m going to re-assess our incoming call route based on the points made here. We’ve used auto-attendents in the past to show off the phone systems we sell, but perhaps its best to use them only if the phone can’t be immediately answered via a live person with a friendly voice? I always prefer a quick pickup, by someone that can help when calling a vendor for support, and I’m sure my customers would appreiciate the same.

]]> By: Joe Panettieri http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-51950 Joe Panettieri Fri, 15 Jan 2010 20:33:22 +0000 http://www.mspmentor.net/?p=5544#comment-51950 Oynetwork: To see customer service in action visit a Ritz Carlton hotel. Little known fact: Apple hired consultants involved with the Ritz Carlton to help shape the customer service efforts in the Apple Stores. -jp Oynetwork: To see customer service in action visit a Ritz Carlton hotel. Little known fact: Apple hired consultants involved with the Ritz Carlton to help shape the customer service efforts in the Apple Stores.
-jp

]]> By: oynetwork http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-51936 oynetwork Thu, 14 Jan 2010 08:13:26 +0000 http://www.mspmentor.net/?p=5544#comment-51936 I totally agree. Customer satisfaction should always be put first. Next to quality products, pleasing your customers is something that is much challenging to accomplish so we must invest on that. The 4 tips indicated are simple yet very effective means to magnet customers. A real person who is sensitive as well as responsive to the needs of clients will do the trick. Nothing beats good public relations when it comes to doing business. <a href="http://oynetwork.com/" rel="nofollow">local customers</a> I totally agree. Customer satisfaction should always be put first. Next to quality products, pleasing your customers is something that is much challenging to accomplish so we must invest on that. The 4 tips indicated are simple yet very effective means to magnet customers. A real person who is sensitive as well as responsive to the needs of clients will do the trick. Nothing beats good public relations when it comes to doing business.

local customers

]]> By: Auto Attendant Answering Service http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-51911 Auto Attendant Answering Service Wed, 13 Jan 2010 02:44:51 +0000 http://www.mspmentor.net/?p=5544#comment-51911 An auto attendant can be a good image enhancer for a business and communication booster. But over stuffing it or making messages too long can ruin your business and even drive callers away. Always make your messages short, concise and meaningful. You wouldn't want callers getting pissed off. An auto attendant can be a good image enhancer for a business and communication booster. But over stuffing it or making messages too long can ruin your business and even drive callers away. Always make your messages short, concise and meaningful. You wouldn’t want callers getting pissed off.

]]> By: Heidi Wieland http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-51907 Heidi Wieland Tue, 12 Jan 2010 23:26:25 +0000 http://www.mspmentor.net/?p=5544#comment-51907 Offering the customer the choice of communication modes is right on and so is rapid resolution...Web-based remote support is another mode for service and support once the customer gives permission. Check out NTRsupport as a solution that integrates phone, chat and screensharing for instant customer and tech support service @ www.ntrsupport.com. Offering the customer the choice of communication modes is right on and so is rapid resolution…Web-based remote support is another mode for service and support once the customer gives permission. Check out NTRsupport as a solution that integrates phone, chat and screensharing for instant customer and tech support service @ http://www.ntrsupport.com.

]]> By: Paul barnett http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-51801 Paul barnett Tue, 05 Jan 2010 18:53:59 +0000 http://www.mspmentor.net/?p=5544#comment-51801 When I ran my own company, I would hold training sessions on call handling at least once a year. I would also do role playing with new employees on how to handle calls. Never assume that your employees understand how to answer the phone. Most do not. Good customer service starts with training and culture. You have to teach your employees how to give great customer service. When I ran my own company, I would hold training sessions on call handling at least once a year. I would also do role playing with new employees on how to handle calls. Never assume that your employees understand how to answer the phone. Most do not.

Good customer service starts with training and culture. You have to teach your employees how to give great customer service.

]]> By: David Schafran http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-51800 David Schafran Tue, 05 Jan 2010 17:33:36 +0000 http://www.mspmentor.net/?p=5544#comment-51800 These are great suggestions Paul. The one thing I would add is that the MSP owner / manager needs to have a methodology to get the word out to their entire staff. As Andrew said, they seem obvious but they need to be communicated to the team along with a discussion about the basic foundations of customer service that the MSP wants to to become their company's norm. David Schafran Transformation Strategies www.TransStrat.com These are great suggestions Paul. The one thing I would add is that the MSP owner / manager needs to have a methodology to get the word out to their entire staff. As Andrew said, they seem obvious but they need to be communicated to the team along with a discussion about the basic foundations of customer service that the MSP wants to to become their company’s norm.

David Schafran
Transformation Strategies
http://www.TransStrat.com

]]> By: Joe Panettieri http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-51798 Joe Panettieri Tue, 05 Jan 2010 16:39:19 +0000 http://www.mspmentor.net/?p=5544#comment-51798 To reinforce your points: We hit some bumps with our service provider but constantly gave them the benefit of the doubt because they always pick up their phone and they always take our service calls, 24x7. And the service calls (unlimited) were free as part of our monthly managed plan. The longest I ever waited on hold was 5 minutes. -jp To reinforce your points: We hit some bumps with our service provider but constantly gave them the benefit of the doubt because they always pick up their phone and they always take our service calls, 24×7. And the service calls (unlimited) were free as part of our monthly managed plan.

The longest I ever waited on hold was 5 minutes.
-jp

]]> By: Phil LaForge http://www.mspmentor.net/2010/01/05/msps-four-ways-to-boost-customer-satisfaction/comment-page-1/#comment-51797 Phil LaForge Tue, 05 Jan 2010 16:33:13 +0000 http://www.mspmentor.net/?p=5544#comment-51797 Right on Paul! A human being needs to be an option in any Automatic Call Routing Scheme. Nothing drives an upset client to new depths of unhappy like the inability to vent to a person. Conversely a person skilled at answering the phone can do a lot to defuse any situation by displaying empathy early. Right on Paul! A human being needs to be an option in any Automatic Call Routing Scheme. Nothing drives an upset client to new depths of unhappy like the inability to vent to a person. Conversely a person skilled at answering the phone can do a lot to defuse any situation by displaying empathy early.

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