ChannelCon 2014: Tips for MSPs to Deliver World-Class Customer Service

Dress for success — Mehrmann pointed out any employee may need to interact with a customer at any time, and how he or she is dressed can influence a customer’s opinion. “Whatever role you have, at some point, you’re going to be engaged with the customer face-to-face, and appearance is very important,” Mehrmann said. “If you look like you just rolled out of bed, they’re not going to have a professional opinion of you.”

Use positive language — Mehrmann recommended starting the day with a refreshing activity because it can help an employee prepare for customer interactions later in the day. This activity also can help a worker prep to use positive language: “Do something that’s going to nourish your mind — prepare yourself for the customers you’re going to engage with.”

Be an active listener — Eye contact and nodding are great active listening skills every employee needs to practice. By becoming an active listener, Mehrmann said, an employee can better understand what a customer has to say and ensure that his or her needs are met.

Promise only what you can — Mehrmann suggested making small promises and following through with them to build trust with customers. For example, promising to call a customer at a specific time and doing so is a great way to start building a long-lasting partnership.

Own a problem — Not every MSP has all the answers, and Mehrmann said employees should try to respond to customer queries as best they can. If a worker doesn’t have the answer, he or she can find out the answer (or find someone who knows the answer). In addition, this employee should stay in touch with a customer to ensure he or she is fully supported.