The key considerations for improving our CSAT scores

As you can appreciate customer satisfaction scores are incredibly important to a managed service business – with our latest scores on our service desk for quarter 1 of 2023 being 97% where clients responding to our survey rated their interaction as being good or excellent. So, what are our important considerations when providing good customer service?

  1. Empathy: Customers want to feel heard and understood. It’s important to approach each interaction with empathy and genuine concern for the customer’s needs.
  2. Responsiveness: Customers expect a prompt response to their inquiries, complaints, or issues. Be sure to respond to customer messages in a timely manner.
  3. Knowledge: Customers want to receive accurate information and guidance. Ensure that customer service representatives have a deep understanding of the products or services they are supporting.
  4. Personalisation: Customers appreciate when their individual needs and preferences are taken into account. Use customer data to personalize interactions and make customers feel valued.
  5. Communication: Effective communication is crucial for good customer service. Be clear, concise, and courteous in all interactions.
  6. Timeliness: Customers value efficiency and don’t want to be kept waiting. Be mindful of response times and strive to resolve issues as quickly as possible.
  7. Professionalism: Customers expect professional conduct and demeanour from customer service representatives. Always maintain a courteous and professional tone.
  8. Accountability: Take ownership of customer issues and commit to resolving them. Customers appreciate when companies take responsibility for their mistakes and work to make things right.
  9. Follow-through: Once a customer issue has been addressed, follow up to ensure that the resolution was satisfactory. This demonstrates a commitment to customer satisfaction and helps build trust.
  10. Continuous Improvement: Customer service is an ongoing process, and there is always room for improvement. Collect customer feedback and use it to refine your approach and improve the customer experience over time.

Although all 10 are important we are striving to continuously improve because it helps us to optimise processes, stay competitive, adapt to change, foster a culture of innovation and excellence, and achieve our goals and objectives – but most importantly it helps our clients in their everyday working life, that is the number one reason.

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