How can I score a 10 on customer surveys?

I work in tech support and people call me everyday and ask for help and I didn't score high enough like I want on customer surveys this month (scale of 1-10, 10 being the best). I need a customers opinion to improve my performance so I can get better survey scores. This affects my bonus, so please be honest, I'm tough, I can take it, but please be brief, I just need advice not your whole bad experience story (we all have those stories). Thank you for your honesty.

How can I score a 10 on customer surveys?
I also work in tech support so i know how it is.


I don't know about your job but at mine this is what they look for. Being polite, no long silences, If you have to look something up make pleasant conversation. also never tell the customer to do something ask them to. like "could you please unplug your cable box". Never leave them on hold for a long time 30 seconds is to long if you are still looking up something come back on the line. and ask if they would be able to hold longer. if not offer to call them back in a reasonable time frame and make sure you do. also just being friendly and polite. I try to build a rapport with my customers. and joke around with them.
Reply:Be as poliet as possible. And while dealing with them you might want to get something to squeeze or a pencil to draw with so you dont over react and blow up. Also, no matter what they do always try to act calm and collected and not affected by their behavior. It in the long run should help you. Maybe you should try to get them to calm them down a bit if they are on the brink of losing it so you can talk calmly without them yelling in your ear and you being forced to yell back.
Reply:Be very pleasant, somewhat personal but not too personal, I enjoy it when there is someone who asks about my day or comments on "the weather up here", make them think that the problem they are having is your problem, too, by being very understanding. Good luck and here's hoping for a big bonus!
Reply:???





Do you have any idea why your scores were low?





Always be pleasant, and professional.





Actually help the person.





Never make them feel like a dummy, even if they ARE being clueless.





Actually help them solve their problem.





I don't know whether the people who call are native speakers of the same language as you, but, if you have a strong accent, try to learn to speak so your customers can understand you.





Actually help them solve their problem.
Reply:Always speak clearly and slow enough that you can be understood, be empathetic, try to visualize their problem and ask direct, simple questions. Most people appreciate clear simple answers that don't make them feel like a fool. Try to establish a rapport with your customer so that you can solve their problem quickly and in a timely manner. All customers appreciate feeling like you are there just waiting for their call and they are the reason you got up today-to help them. So make sure that they hang up feeling that way. And smile while you talk. It translates itself over the phone and helps make a situation more bearable-because they wouldn't be calling if there wasn't a problem-but you are the guru there to make it all better so make them feel better too! It will work out in your favor!!
Reply:Try smiling while talking. It will make you sound very friendly! :) Good luck, I hope you score a 10!