There isn't any right answer, or a wrong one. In my perspective it is not about how fast the case is closed, it is about the quality of the service. For example, I'm having hard time setting my brand new mobile to send MMS. Calling in to the helpdesk, in most cases they will advise to check the tutorial on the web, either in their web site or manufacturer's. Those are the ones that are just doing their job.
Those with good customer service are the ones that tell you, and guide through the process. "Select the settings tab, then select network..." Or, "Mike! This Guy on the phone have issue with settings, I'm not familiar with mobile. Can you advise? Thanks." That's good customer service!
Those with good customer service are the ones that tell you, and guide through the process. "Select the settings tab, then select network..." Or, "Mike! This Guy on the phone have issue with settings, I'm not familiar with mobile. Can you advise? Thanks." That's good customer service!
Based on the first contact the customer will have, their satisfaction and expectation for their next interactions will be set.
Here are some rules of thumb to improve your support and make it excellent customer service. It will keep people coming back to you (for the right reasons)…
· Make sure you represent a product or service you believe in!
· Warm & sincere greeting on first contact.
· Establish whether your business has what the customer needs (offer to help find it)-provide it or suggest better alternative, to their benefit.
· Develop an easy and positive intimacy with the customer. Let them know they are respected and appreciated.
· Go above and beyond. Then, provide an easy, efficient solution.
· Sincerely and warmly thank the customer for their business and invite them to come back if ever they need your help again.
Image source My Australian Secretary
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