3 Simple Ways for IT Pros to Get Better CSAT Scores

how to improve CSAT scores; smiling tech support agent

Customer satisfaction (CSAT) is easy to overlook, but critically important to your career success. Here are three simple ways you can improve your CSAT scores, regardless of how you’re being measured. (CIOs, IT managers, and MSP owners: share these three tips with your teams!)

  1. Nail communication. Speak and write plainly so that anyone can understand you. When you must talk tech to non-tech people, avoid jargon. Use step-by-step instructions. In written communication, be sure to use business-appropriate grammar and punctuation. Need help on that? Check out Grammarly.com.
  2. Be proactive. Keep a close eye on the systems you support so you can head off problems before your users even notice them. (Yes, I know that’s often easier said than done, but that still should be your goal.) Your customers and co-workers will notice and appreciate proactive problem-solving.
  3. Be curious and always be learning. Update your certifications to stay current on evolving tech. Remember, too, the most interesting people are also the most curious. They’re curious about everything. Curious people are always learning. As an IT pro, of course you must stay on top of the technology you work with, but learners work to expand their knowledge beyond just their job description. In addition to learning the latest technology, work on learning a new language, read history, challenge your beliefs, or learn to play music. If you’ve ever said the words, “I’m bored.”, remember that curiosity is the cure for boredom!

These three simple rules: good communication, proactivity, and a thirst for knowledge will serve you well, not only in the workplace but also in your personal relationships. They’re both simple and powerful.

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