If you've called Sage SalesLogix Support recently, this may sound familiar. Our new greeting is just one small part of Voice of Sage, Sage's internal effort to provide the systems, education and guidance that enable support teams like ours to deliver high quality service consistently. Our new and enhanced call monitoring and evaluation processes, best practices and coaching methodologies allow us to provide feedback and recommendations to our team quickly. And Customer Support Analysts can review their calls and self-correct on their own. Examples of key call handling areas we review include, but are not limited to:
Are we listening and conducting thorough discovery before jumping to a solution?
Do we treat the caller with respect by not interrupting, by understanding the caller's frustration, and by not placing someone on hold for extended periods of time?
Based on the what we learn during a call, are there other opportunities to offer assistance while on the call?
Continual improvement is critical to providing an extraordinary customer experience. But improvement can take time to work its way into every interaction you have with us. In the meantime, please let us know what you think about your Sage SalesLogix Support experience by:
Completing case-related surveys you may receive through email (please include comments - we do read them!)