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January 27, 2015

3-Day Customer Service Challenge: Day 1

Josh Preston
Service Design Program Manager
ConnectWise, Inc.
Customer Service Challenge | LabTech Software

It’s easy to let the personal touches that made you great go by the wayside.

Business automation can help you gain visibility into your company, service clients faster and stay profitable. But it can’t give a high 5, shake a hand or have a meaningful conversation.

As tech companies, it’s easy to let client relationships go stale. And it’s easy to think things are better that way, but all the automation in the world can’t replace a friendly call.

That’s why we’re giving you a 3-Day Customer Service Challenge.

This challenge is designed to help you get back in touch with clients. Happy clients tend to buy more, cause fewer problems for your staff and refer other great clients.

Day 1 Challenge: Call for Feedback

Spot checking customer satisfaction can shed light on shortcomings you might not even realize exist.

  1. Pick a client set to focus on. New clients. Old timers. Highest margin. Lowest margin. Decide which you’d like to learn more about.
  1. Select a handful of companies. You don’t have to spend all day on the phone. You’re not doing a comprehensive study, just touching base with a few clients to see how their experience with you has been.
  1. Call and ask for your main point of contact. If they’re not available or can’t think of anything on the spot, ask if you can schedule a follow-up call. Many times this person can open your eyes to new things you can automate to make the customer experience even better, but you’ll never know if you don’t ask.
  1. Evaluate findings. According to the White House Office of Consumer Affairs, only 1 in 27 unhappy customers complain, so consider every complaint carefully. Doing so could help you solve for problems that plague a larger portion of your audience than you might realize.

Whether you’re a tech, executive or admin, you can identify these issues and work to build a better customer experience. And regardless of your role, creating client loyalty makes your life easier because loyal clients equate to reliable revenue streams, which create job security.

Doing client temperature checks is just one of the many ways you can step up customer service. Stay tuned for the details on Day 2 and Day 3 of our Customer Service Challenge!

Happier, Healthier Client Relationships

Client satisfaction is more than just a buzz word. It’s the key to recurring revenue and business relationships that last. Your success depends on it, so get our eBook to see how to make it happen.

Get the eBook

Josh Preston Service Design Program Manager
ConnectWise, Inc.

As a father of two who plays Minecraft with his daughters, Josh knows the value of practice, perseverance and a fresh perspective. Raising two little girls keeps you on your toes, and Josh brings that agility to his work at LabTech Software.


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