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February 5, 2015

3-Day Customer Service Challenge Part 3

Josh Preston
Service Design Program Manager
ConnectWise, Inc.
Customer Service Strategy

It’s easy to talk about better ways to offer customer service, but talk is cheap. You need to put great ideas into action to see results–not just happier clients, but the kind of positive word of mouth that leads to new clients, too.

To get the outcome you desire, you first need resources that are focused on customer service success. Several companies have task forces responsible for carefully researching, building and testing fixes, but that can get pretty pricey.

Instead, consider making use of resources you already have in place. Set aside a single day each week or month for employees to come together and hash out the details of your customer service approach. Here are a few steps to get you started:

Day 3 Challenge: Build Implementation Plans


  1. Identify those who live for structure. Think back to Day 2. Who was loving every minute of it and really engaged in solving problems? Those are the people you’ll want to focus on when building your implementation team.
  1. Create a framework. You’ll want to make a detailed outline of what you’re trying to achieve so that everyone is clear on the game plan. This should include timelines for each step in the process—brainstorming, researching, testing and sharing results.Depend on those structure-driven employees you identified in step 1 to vet your framework before you get the wheels turning.
  1. Add an achievement system. Make success worth something immediate and tangible for best results. It doesn’t have to be anything crazy, but offering rewards to the best process (as voted by the entire team) can drive the implementation process farther, faster. Consider an Outstanding Contributor award or a $50 gift card to help create friendly competition and encourage big thinking.
  1. Ask for volunteers. Even though you have a good idea of who you’d like to have on your implementation team, it’s never a bad idea to ask for volunteers. People who opt in will always be more engaged. Don’t let that go to waste. You’ll be asking for a commitment of several weeks or months to see this process through, so you want to make sure you’re including people who are already motivated to solve problems. This is also a great way for mid-level employees to practice leadership, and a good way to identify future leaders in your midst.
  1. Benchmark. Before you put your team’s brilliant plans into practice, make sure you establish a benchmark. You’ll never know how effective your strategies are if you don’t have anything to measure against. Make sure the benchmark is clear, reasonable, and easy to measure as it changes.
  1. Implement. Once the top-voted ideas have been vetted, it’s time to set them in motion. Encourage your team to be patient, and let change leaders know if any issues arise as a result of new process roll-outs.

You’ve gathered customer feedback, shared it with your team and built solid improvement plans.

You now have everything in place to offer the kind of stellar customer service that turns your clients into long-term, loyal fans. What’s more? You’ll be attracting new clients, too, and they’ll all be looking to you as the resident IT expert. After all, when 86% of buyers will pay more for better customer service, you can’t afford to miss out.

More Tips to Customer Service Success

Download this free eBook to learn how incorporating best practices into your service desk can help you optimize your IT service delivery and increase client satisfaction.

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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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