Eve 'n You can
Help us help you
audience participation at its finest
How many of you are "American Idol"
fans???
Show of hands???
OK fine, what about "Next Food Network Star"???
Or..."So You Think You Can Dance"???
You probably know that there are a lot of new trendy television
shows out there that rely on viewer participation in order to crown
a winner. If they didn't have people calling or web-voting, there
would be no winner chosen by the public. We would all be mindlessly
yelling at our TV as a panel of dumb judges picks a winner in the
end, and usually NOT the one we wanted.
The same goes for the political elections. I think we have ALL
said, “If you don't vote, please refrain from complaining
about how the country is being run. Thank you.”
What is my point??? Well...
Lately you may have noticed that TOPS Technical Support department
has been sending you emails for each support ticket submitted, for
issues regarding the TOPS Software program. The email SUBJECT is:
TOPS Software Wants to Know What You Think. These
emails direct you to submit a "Customer Support Evaluation".
If you have NOT noticed, check your email.
If it's not there, check your SPAM folder.
If it's not there, ASK RECEPTION when you call to send you one,
and make sure to give a correct and up to date email address.
We have been sending them... to you all.
Technical Support alone averages about 100 call tickets a day,
give or take. Yes, that means we send out an average of 100 emails
a day, give or take.
And guess what???
Some days we don't get a single Customer Support Evaluation back.
The MOST we've gotten back in a week, I think was 8. Total. In ONE
week.
That's sad :(
Maybe you didn't know that the Customer Support Evaluation forms
are submitted DIRECTLY to:
*Insert Booming Great & Powerful OZ-like voice*
David Black, Senior Vice President of TOPS Software, LLC.
So yea, the big man gets them himself.
In case you’re wondering what it looks like... here is a
sample of the email:
_______________________________________________________________________
Your ticket number is: 123456789
SUBJECT: TOPS Software Wants to Know What You Think.
Our records indicate that you recently contacted Technical Support
for assistance with your TOPS Software product. In order to improve
the quality of our technical support operations, we would appreciate
it if you could take a few minutes to provide us with feedback on
your experience.
You can access our brief survey by clicking on the following link:
www.topssoft.com
Click on: Customer Support Evaluation
Thank you for your participation, and for choosing TOPS Software.
Sincerely,
David Black
Senior Vice President
TOPS Software, LLC
_______________________________________________________________________
The actual Customer Support Evaluation looks like this :
_______________________________________________________________________
Customer Support Evaluation
At TOPS Software, LLC we are always looking for ways to improve
our products and services. Your opinion does matter. Please take
a moment to answer this brief survey about your current TOPS Customer
Support experience.
--------------------------------------------------------------------------------
Your Name: *
Organization Name: *
Client ID: *
Email Address: *
Ticket Number: *
Did the Representative resolve your issue?: Yes No
How would you rate the time it took to respond to your initial call?:
Did not receive a call back 0 - 45 Minutes 1 - 4 Hours 4 - 12 Hours
1 - 2 Days
How would you rate the level of knowledge of your Representative?:
Excellent Very Good Good Fair Poor
Was the TOPS Representative courteous and helpful?: Yes No NA
How satisfied were you with the answers to your questions?: Very
Satisfied Somewhat Satisfied No Opinion Somewhat Dissatisfied Very
Dissatisfied
Did the TOPS Representative suggest time saving tips relevant to
your business needs?: Yes No
What improvements could we make to better our service to you?:
*TYPE YOUR ANSWER HERE*
We welcome your further comments and suggestions. Please let us
know what we did right or what we can do better: *TYPE YOUR ANSWER
HERE*
May we use your comments in our Marketing material: YES NO
_______________________________________________________________________
SEE??? That's not so bad.
*Insert tearful Sally Struthers-like voice*
If you could find it in your heart to fill out just ONE SINGLE
Customer Support Evaluation per week (even if you've done it before,
because every experience can be different), imagine the difference
you could make to help a lonely Technical Support Technician improve
his/her abilities to help you better.
Yes...it's a warm and fuzzy thought for me too.
by Eve DuBose,
Support Technician
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