Are you a small business owner or manager who spends more time dealing with IT issues than the day-to-day operations of the company? Are you also wondering if the problems you are facing are common, and if it’s time you invested in an IT services company?
If so, continue reading, and contact Tribus Computer today for your managed IT service needs.
How To Find An IT Services Company With Exceptional Customer Service
Here are a few ideas in regards to how one can find an IT services company with the best possible customer service.
What Is Exceptional Customer Service?
A great IT services company will offer customer service that exemplifies these five qualities:
- Empathetic
- Generous
- Solution-driven
- Timely
- Unexpected
Let’s take a brief look at each.
Empathy
To be empathetic is the ability to understand and share the feelings of another. It’s to put yourself in the customer’s shoes, and act accordingly.
By incorporating the following lines in your conversation, the customer will feel all that much more appreciated and heard.
Use the lines below, and you’ll be tapping into the part of your customer that wants to feel just a bit more appreciated:
1. I see you’ve been with [Company Name] for X years. That’s a long time!
2. I appreciate your patience.
3. Thank you for remaining so positive.
4. Your business means a lot to us.
5. I want to thank you for taking the time to speak with me today.
Generosity
Generosity in customer service involves a readiness to give more of something than is necessary or expected; to go above and beyond in order to ensure not only satisfaction, but long-term retention.
Imagine they are a guest at a 5-star hotel, and treat them accordingly.
Solution-Driven
An IT services company should be able to identify a problem, analyze it, identify decision criteria, develop multiple possible solutions, and choose the optimal one.
Empathy is important, but it’s empty if it’s not followed up with tangible action.
Timely
Timely customer service is accomplished by delegating tasks quickly and to the right person. A good agent will be able to effectively prioritize customers’ requests based on time-sensitive needs.
“Timely customer service means to provide support to customers in an opportune manner. Responding to customer requests on time as well as resolving customer issues in a timely fashion is an extremely [important] part of customer service. Timely customer service entails action on the part of call center staff, and keeping up with their clients. While it’s unacceptable to make excuses if deadlines have been missed or a client has been forgotten about in the midst of a busy period, mistakes do happen; the best thing to do is to take responsibility and work to resolve a customer enquiry should there still be one.”
Unexpected
Finally, unexpected customer service involves being personal with customers, slowing down when interacting with them, and finding out what you can do to improve their situation.
People generally have an idea of what they’re going to get in terms of customer service, and, quite frankly, the expectations aren’t all that lofty. If you can positively surprise with extra-mile interaction and personalization, you’re sure to thrive in this area.
All of this should be accessible when you need it in the form of easy-to-access support.
How To Find Great Customer Service
When looking for an IT service company, there are certain avenues one can take in order to ensure any prospective providers will offer the kind of customer service listed above.
First, be sure to look up online reviews, such as Google reviews, Yelp and Facebook. This will give you good second-hand knowledge on which to base a decision.
Once you have narrowed it down to three to five candidates, it’s a good idea to contact a few or all and ask for personal references in the form of clients they have serviced in the past. That way, you can get more first-hand knowledge, and be able to ask specific questions.
Trust Tribus Computers
If you find yourself focusing more on your business’ IT needs than your clients and the actual business at hand, perhaps it’s time to talk to the professionals at Tribus Computer.
With over 20 years experience, they are a team of local experts in “end-to-end” IT services that you can trust.
From design, to purchase, to installation support, and even cloud services, Tribus Computer manages total IT services in the GTA, offering exceptional customer service along the way.
“Tribus is our go to provider for all technology needs. As a fast paced business, internet or other connectivity downtime is a major issue that comes about every so often. Tribus is always there to get us up and running. If you’re looking for a dependable company, this is it.”
– Rosen Kirshen Tax Law
Read more reviews here.
Contact Tribus Computer today for your free quote.
Sources:
https://www.salesforce.com/hub/service/what-is-exceptional-customer-service/
https://www.comm100.com/blog/customer-empathy-statements.html
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