Customer first

Customer first is the motto at almost any support organization, regardless the service they provide. Moreover, there are organizations (official and none) worldwide that certify support groups for their “customer first” approach, that meets their standard.

What is the meaning of this approach? Well… very simple…

What the customer really wants

A solution, if possible prompt and simple. This is exactly what your customer wants. They didn’t called in just to hear Vivaldi when you put them on hold (there are times one can hear all the four seasons while waiting).

In my experience, there are cases that solution is not easily achieved, but still, you can gain some satisfaction and appreciations from the customer. Listen carefully to the complaint; Advise the customer with your steps; Solve the problem if possible; Thank the customer for cooperation.

Listen

Da Vinci once said that “Most people listen without hearing”, therefore when you listen to the customer, make sure that you hear what is the complaint. Double check that you have understood the exact problem that is being experienced. Ask guiding questions if needed.

Advise

Provide the customer initial information, high level description of your workflow, a general overview of what you are going to check/test  to find the root cause of the problem. Should the finding leads you in alternate path then described to the customer, advise that, as in some cases in may change the expected time to reach the resolution.

Solve

When root cause is known, fix it if possible, or escalate it to higher levels. Update the customer when issue is resolved. RCA – Root Cause Analysis is must. Provide it to the customer.

Thank

Thanks the customer for the assistance you have received. If applicable ask the customer to feedback with satisfaction survey.