Moving to 100% Client Satisfaction

The areas in this self-assessment represent the 5 critical elements of a customer-focused service strategy. If you have deficiencies in any of the areas, it can lead to inconsistent service, a poor reputation and frustrated clients. 

You’ll be receiving an email with more detail about your results, but in the meantime, here are some tips to start moving your team to 100% client satisfaction:

Service Consistency

• Lead a conversation to get everyone on the team in alignment with what these 2 words mean:  good service.

Communication

• When sending out an email, be clear on:  What does this mean to me? How does this help me? How does this impact me?

Misguided/Well-Intentioned Staff

• Ask your team members what policies they’re getting asked to end-run/break. As a team make a list of what you can say instead that has a “spirit of yes,” while at the same time understanding what the issue is that your internal client wants help with.

Knowing Your Internal Customers So You Can Add Value

• At your next staff meeting, take 15 minutes to talk about the basics of one of your clients — for example HR: What are their goals for the year (quarter, etc.)? What obstacles are they facing? How did you help them last year (quarter, etc.)? What are a few quick wins that you can give them within the next 4-6 weeks?

Metrics as a CIO/IT Executive

• As an IT leader, choose one metric that will increase your engagement and your team’s engagement. Make that your focus for 6 months.

Vertical Divider

One bad experience can damage the reputation of your entire IT organization.
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With more experienced clients and higher expectations than ever, your team can’t afford to deliver anything less than excellence.

What to do next:
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• Discover:  What Good IT Service Does — and Doesn’t Look Like
• Learn: What IT Organizations Are Doing to Improve Customer Service and Decrease Costs
• Explore: Solutions for Achieving Service Excellence

Take advantage of our 35+ years of experience to get there faster.

Get in touch with us to learn a client service approach that will move your team to 100% client satisfaction​.

move to 100% client satisfaction

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