Here are a few customer support basics you should know. First, apologize for any inconvenience that has caused the customer a hardship. This could include a delay in the delivery of a product or service, a malfunctioning credit card, etc. Apologizing for any inconvenience will soften even the hardest hearts. Some customers may respond in a condescending tone. If this is the case, make sure to address the issue as soon as possible.
Second, consider how your company will do support. Does it need to be in-house or can you hire external staff? In both cases, you’ll need to consider the pros and cons of each type of support. Then, you’ll need to choose the right technology. While there are a few basic customer support basics that every business should know, it’s crucial to remember that your customers come first. After all, they’ll be the ones making purchases on your site.
Third, remember that customers come in all shapes and sizes. While you’re dealing with a variety of personalities, you should maintain patience and empathy. If you listen to customers, you can deflate their anger. A calm customer will be more apt to compromise. And when the customer is calm, you can work with them without worrying about whether or not they’ll be able to solve their problem. You can also try to provide some education and training on customer support basics.
Fourth, always remember that good customer support requires both technology and human touch. Although some customers may be more comfortable talking to a real person than a robot, you can never go too far. You can use technology to your advantage by offering live chats, screen sharing, and instant messages. The key is to get a mix of the two. It’s worth the effort if you want to create a great customer experience. When your customers are satisfied with your service, you’ll be able to win them over and earn their loyalty.
Remember that customer satisfaction is the future of a great company. Take the time to brush up on your customer support basics and ensure you’re providing the highest level of customer satisfaction possible. The BASIS ecosystem offers an extensive array of support tiers. The basics include: