Hi,
Can anyone give me(og guide me to another link) some tips on how to improve customer satisfaction in a Tech. Support environment.
Thanks.
Jojo.

Hi Jojo,

It depends on the kind of issues you are facing. I assume from your note that you have carried out a survey of some kind and received unfavourable responses in some areas.

My experience of technical support teams is that if they are left to themselves they can start to get more wrapped up in increasing and honing their own knowledge and understanding of their product set than in focusing on what they require to carry out their job of supporting others. We shouldnt be surprised at this, they wouldn't be in tech. support if they didn't love detail and complexity and get their kicks from knowing more than others.

However in some extreme cases knowledge becomes power and it has been known for some support teams to be rather miserly with knowledge sharing. Also the development of higher levels of skill and knowledge can in some cases lead to a degree of technical 'arrogance' which starts to separate them from their customers.

I recall one situation where a large computer company technical support team who had been used to working with other technical teams in reseller organizations were switched to supporting customers direct, the result was impossible to imagine and resulted in a major customer service culture retraining programme for the technical support teams.

The fact that you may have carried out the survey is an excellent starting point. The results should obviously be published to the team.

1. There needs to be a mission statement for the team, developed by the team, that includes customer focused statements.

2. There needs to be a set of clear and measurable objectives for the team to achieve that must include meeting their customers expectations.

3. Once these are developed I would suggest you then run some workshops with small groups of the team, one if the team is small, to brainstorm why the expectations of the customers and the outputs of the team are different. Maybe bring some of the customers in to clarify their expectations. From this you can define a set of small improvement projects to start to move the Team to where you want them to be.

Hope this late reply helps.

Rgds Bob

Try providing post customer satisfaction surveys

Hi Jojo,

While your query has been posted in March, I am not asking you if your query is still current.

From your query I presume that you are addressing inbound Calls from the Users of the Product. These calls are normally made when something is not or does not seem to be working as it should be, and more often than not it is the Network Administrator, who has probably decided that the problem needed to be escalated to the Vendor Tech Support.

As the analyst quality you would need to focus on the Complaint Resolution Process, factors that lead to user irritation,the Technical Updation Process for the Customers.

Helping getting it done is easier in this case than a discourse on how it should be done, and if you think you need the assistance you could post a response.

Mahidhar.