August 19, 2014
Delivering great IT client services goes beyond flawlessly designing requested software or creating a stable computing and networking environment; these things are, of course, important to IT’s value in an organization, but there’s always more to consider.
Similar to various other industries, IT professionals are judged, not solely on their ability to perform necessary tasks andfunctions, but by their ability to interact with partners and users to provide more personalized service. With so many companies offering the same products and services, going above and beyond to provide customers with a great experience can really work to differentiate your organization within the IT market. In fact, customer service is the foundation for creating a new, high-performing IT culture that enjoys a solid level of trust and credibility, securing its position as a crucial part of the business. While getting your tasks done on time and within budget are your main goals, the following 7 tips will help to take your clients’ satisfaction from good to great!
1. See Service as a Strategy
Sometimes, it’s not enough for individual IT professionals to offer good customer service; it is important for the entire department to undergo a cultural shift. Acknowledge how important customer service is to your organization and then communicate the strategy to ensure it is being used consistently by each member of the IT staff.
2. Be a Good Listener
Your clients place a high value on being heard and understood. It is important to take the time to listen to what is being asked of you before diving in or providing advice. Not only will you understand the full scope of the issue, but you can better anticipate their requests and provide prompt, friendly service.
3. Clear Communication
From an IT service perspective, clear communication refers to speaking with your client in a way that they will understand. Most users and partners, most specifically business professionals, may not understand technical nuts and bolts, so it is important to use language that translates well with whomever you are speaking. Chances are your clients have less technical knowledge than you do so when explaining something, be careful not to talk over their head or down to them.
4. Knowledge is Power
Understanding the services and products your organization supports is key to the value you bring to your clients. This includes how to use the product, its value, servicing, warranty, and repair information, pricing structure, and what other products may work well together. Though gaining complete knowledge on the ins and outs of your products will take time and practice, in the end you will only be better equipped to answer questions and cater to the needs of your clientss.
5. Accessibility
Being accessible, especially by your internal clients, is an important part of providing excellent customer care. People really appreciate follow-ups, so returning phone calls or emails or contacting them proactively whenever there’s an update or problem can go a long way.
6. Honesty is the Best Policy
Following through with your promises is good for business and makes for a positive client experience. Failing to follow through with your client can immediately and possibly, permanently, reduce your credibility, so if there is something you don’t know or are unable to find an answer to, be sure to find a resource that can. Remain honest and explain that you are doing what you can to find an answer; they will appreciate your honesty and initiative to go the extra mile.
7. Keeping Record
Properly recording your activities allows you to be recognized, measured, and reported by your managers and clients. Not only does it become the chronicle to your work, but it can become of significant value during employee performance reviews.
Customer service is at the core of every great organization. It influences the way you design your products, the way you interact with your clients, and how your team functions. It requires each member of the IT team to adopt and engage the mentality of delivering superb solutions and client service. By making minor adjustments, organizations can reposition themselves as both technology leaders and providers of business impactingservice!
What tips do you have for providing great client service?
Posted By: Ariana Hampton- Marcell