Volume 7, Issue 9, September – 2022 International Journal of Innovative Science and Research Technology

ISSN No:-2456-2165

Methods of Developing a Successful Customer

Satisfaction Program in an IT Organization
Jassim Ahmed Al-Selham Safran Ali. Al-Safran Asma Hamad Alharbi
EXPEC Computer Center EXPEC Computer Center EXPEC Computer Center
Saudi Arabian Oil Company Saudi Arabian Oil Company Saudi Arabian Oil Company
Dhahran, Saudi Arabia Dhahran, Saudi Arabia Dhahran, Saudi Arabia

Abstract:- A customer satisfaction program (CSP) is

composed of processes focused on satisfying customers for
services rendered. Information technology (IT)
organizations provide customers with services and
support on software, hardware, network, data storage,
and databases, among other service offerings. Customer
satisfaction measurement depends on the quality of
services provided by support staff. There are some
effective methods for maintaining and improving
customer satisfaction levels. The aim of this paper is to
identify and include the right methods for developing a
successful customer satisfaction program for IT.

Keywords:- Customer Satisfaction Program in IT; Customer

Satisfaction Methods; Successful IT Customer Service
Approaches; How to develop satisfaction methods for IT
customers; Key Performance Indicators (KPIs).

I. INTRODUCTION

What is considered “outstanding” customer service by Fig 1:- Customer Satisfaction Methods
some people could be considered “normal” customer service
 Establish a Service Level Agreement (SLA)
by others. Providing excellent customer service from an IT
A Service Level Agreement (SLA) sets the expectations
support point of view does not necessarily mean that all
between the service provider and the customers [1]. Service
supported IT customers who receive the services are fully
satisfied. IT organizations that look for continually improving providers should ensure that customers are aware and in
their business need a program for maintaining their customers’ agreement with the following conditions and terms to be
satisfaction with the services provided. included in the SLA documents:
 Description of the services to be delivered.
Such a program requires some key methods to be  Measurable guidelines and a clear expectation of the
followed to be successful. A healthy service environment services.
validated by positive customer feedback, backed by good  Clearly spelling out the rights and obligations. This will be
communication and recognition of practices, can provide a a reference in case of confusion or disagreement.
good starting point to build a sophisticated customer  Addressing clear business-based targets for service
satisfaction program. From this input, organizations can performance, so that the delivery of a service can be
incorporate the best methods in their program. properly assessed, monitored, and managed against these
targets
II. CUSTOMER SATISFACTION METHODS  A single point of contact for end-user problems

There are certain methods for achieving customer  Allocate a Reliable Call Center
satisfaction in any IT organization. Following all of these key A call center is the focal point of contact for customers.
methods in dealing with customers will ensure smooth Its quality reflects the image or the reputation of the business
delivery of services, avoid issues, reduce the number of and the services provided. It is very important to have a
complaints, and lead to overall customer satisfaction. These reliable call center with the following characteristics:
key or main methods are:

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Volume 7, Issue 9, September – 2022 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
 Be Proactively Helpful. Double check with the customer if
he/she needs extra services.
 Increase the likelihood of delighting customers. Raise the
bar by striving to delight customers rather than simply
satisfy them.

 Provide a Self-Service Option for Customers.

Give customers the luxury of having online self-service
as an option. Self-service gives customers the power to find
their own answers and resolve their own issues. This can be
Fig 2:- Characteristics of a Reliable Call Center provided through:
 A One Stop Shop Portal. Customers will be able to submit
 24X7 availability with an adequate number of agents that their requests online instead of approaching the call center.
can receive all customers’ phone calls and emails.  Knowledge Base. Customers will get the required
 Receive and respond to customers’ service requests in information from the knowledge management system
effective ways and in accordance with the SLA terms and instead of asking call center agents.
conditions.  Chatbot. Customers will be able to request services and
 Professional and certified agents with required experiences resolve their issues in a conversational interface.
and skills. In addition, intensive continuous training
courses on customer services for frontline agents.  Listen to Customers
 Availability of all service tools and knowledge base to Listen carefully to customers and pay full attention to
assist frontline agents to provide best services to customer feedback. Do not interrupt customers while talking,
customers. which will help with understanding their real problems and
how to effectively solve them. Listening to customers can be
 Maintain Positive Attitude Toward Customers accomplished through the following:
Frontline agents and support staff should maintain a  Periodic Customer Survey. It is one of the main ways of
positive attitude with all customers. This practice can change collecting customers’ feedback. It assists an organization
negative customer experiences into positive customer with assessing customer satisfaction, measuring customer
experiences [2]. Here are some of the practices that can be engagement, and gauging expectations [4]. Use the right
applied: types of questions in the customer service survey to ensure
 Greeting customers is one of the most valuable steps in excellent customer service and high customer satisfaction
communication that generates positive interactions [5]. At the same time, select direct and indirect customers
between customers and their support. to express their feedback on the quality of the services
provided.
 Practicing a positive, helpful and friendly tactic with all
customers.  Ongoing Survey. Customers’ feedback after closed service
 Smiling or making customers smile can work wonders. It requests. This type of survey is sent to the callers of service
requests on every closed ticket post resolved. It is
helps with creating a welcoming and friendly frame of
mind that is so important for delighting customers [3]. embedded in an automated email notification in the
ticketing system, which is sent to the customer
 Follow Effective Problem Resolution Model  Emails. Customers send emails either to complain about
Whenever a customer reports a problem, support staff the services that were provided, or to compliment on the
should follow the effective problem resolution model that services and thank the support staff, or to provide
should consider the following: recommendations on the best way to provide services, or
 Define the Service Request. Work on identifying the to ask questions related to the services. All of these types
request or the problem. of emails are important for the support staff to provide best
services that satisfy customers.
 Fast Response. Identify the root cause of the problem and
resolve customer queries as quickly as possible. Speed  Ongoing Communication. Establish and maintain an
ongoing dialogue with customers.
should be of the essence, especially for smaller issues that
don’t take much time to solve. [2]
 Service Recovery
 Commitment. Complete the job on time as promised.
Service recovery is the act of reaching out to customers
Ensure that customers get the required services according
who have had a negative service experience to rectify the
to the SLAs. An effective incident management system
situation [6]. Respond to each service failure with a specific
plays a central part in solving customer problems and
stepwise sequence:
becomes a key tool for support staff.
 React immediately when customers are not satisfied.
 Following up with Customers. Ensure the customer is
 Analyze the unsatisfied comments and if there is a need
satisfied before closing the service request. Support can
follow up with customers till they receive confirmation the contact the customer(s) for more verification.
customer is satisfied. This builds trust in the relationship  Call or visit the customer to understand his/her complaints.
with customers.

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Volume 7, Issue 9, September – 2022 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
 Apologize and ask for forgiveness. This is to let the between customers and support staff will always raise the bar
customer feels that he/she is right and the support staff are of trust and ensure continuous provision of good services.
taking his/her input seriously. Continually monitoring services and their quality is an
 Review the complaint with the customer. This is to explore essential practice to consistently deliver solutions customers
what he/she needs for a good outcome. require. Recognizing employees and support staff who
 Fix the problem and then follow up to show continuing engage in providing the best services will improve morale.
concern and appreciation. All of these can be defined as the best methods in developing
 Document the problem in detail to allow you to a successful customer satisfaction program.
permanently fix the defect by identifying trends. [7]
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