Working with client negativity so that it works for you later

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IT companies do not monitor the quality of technical support work
And this is also a myth. Monitoring the quality of work tunisia telegram number database is necessary. And it is being done: for example, we ask clients to evaluate the work of technical support specialists. This is a primitive mechanism, but it gives an idea of ​​the quality of the employees' work. We are also working on improving the customer satisfaction monitoring system, introducing additional metrics, and conducting surveys.

An important point is responsibility. Since our area is complex, a negligent attitude to work is unacceptable. Therefore, the principle of two warnings is practiced. In the sense that there will be no third. Fortunately, we practically do not resort to this. As a rule, our employees know what they are doing here, so they understand the responsibility and work with enthusiasm. They are well motivated, but this is not the result of any specific policy. The tester simply knows: if he has caught a bug, it will be fixed. And this means the product will become better. And this is his direct contribution.

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If users give bad ratings, it means that technical support does not work
Before closing a ticket, each employee must write to the client: "Dear client, we are closing the ticket. In a reply letter, rate my work from 1 to 5." Such ratings should be approached individually: "2" or "0" does not always mean that the technical support employee did a bad job. Most often, a technical support specialist receives such a rating if he responds that the error has been recorded and will be fixed in the next versions. The user is often not satisfied that the error he encountered will be fixed within a quarter, because he wants to get the result here and now. But we take these ratings into account and try to be more useful to our clients today than yesterday.