IT 3 Steps to Great Customer Service
In: Good Stuff
16 Jul 2010Here at Zingerman’s we teach 3 steps to giving great customer service to all of our staff. In the IT dept we embellished the 3 steps with details that would help us geeks.
3 Steps to Great Customer Service
1. Figure out what the guests wants
-
Be proactive in finding solutions
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Review the trouble ticket and respond within 24 hours -
Ask questions to help solve the issue and engage the client -
Feel free to apologize for their trouble -
Provide a time assessment for a resolution
2. Get it For Them
Accurately
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Ask questions to understand any bigger issues -
Document by sending an email to client and IT or enter in ticket system -
Communicate progress and when issue is resolved -
Follow up with the client after the issue is resolved
Politely
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Communicate using the basics (please, thank you) and other social skills -
Resolve in a timely way or renegotiate timeline
Enthusiastically
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Make the client feel that they are the best part of your day -
Do not blame the client (even in jest) -
Be cheerful
3. Go the Extra Mile
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Do something extra for the client that they didn't ask for or expect
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2 Responses to IT 3 Steps to Great Customer Service
Gregg Sourbeck
July 16th, 2010 at 2:29 pm
So impressive that you’ve taken the Zingerman’s focus on customer service into the interaction between other departments!
Elph
July 16th, 2010 at 2:52 pm
Thanks Gregg. You are right, though we teach that service applies to everyone, including staff and other departments, it isn’t as easy to do. So we wrote down these few bits to help us out.