Customer Support Secrets - Issue # 4

After a short break, we continue to share customer support secrets. Meet the following three tips.

1) Exceed expectations

Full assistance is a manifestation of professionalism on the part of a support service employee, but not yet the highest aerobatics. Often, customers perceive it as a given, and this is true.
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How to raise the bar?

Spend five extra minutes on your answer. Do more than you should. Surprise the customer. The secret component is a surprise . Effort, care and generosity are valued higher when they are not expected .

For example, the client ends the paid period, and there are not enough funds on the card. It is Friday evening, and he does not have time to pay for services. When you receive a request for a delay, extend the validity of his account not for three, but for five days. So the client will calmly decide the question when it will be convenient for him, and will surely thank you for your understanding.

Look for opportunities to surprise customers. They will definitely appreciate it.

2) Encourage self-study

Sometimes the best way to help is to be able to figure it out on your own. Each company has customers who prefer to develop the product without help. Such people rarely turn to support.

Try to figure out self-taught clients right away to stick to a certain form of communication. Talk to them on an equal footing, with no hint of better awareness of the issues discussed.

No matter how high-quality your company’s support is, anyway, someone will choose self-study. Therefore, instead of imposing assistance, create all conditions for it. Fill the knowledge base with articles, instructions and answers to frequently asked questions. In the end, it will be useful to all your customers.

3) Give thanks often

In addition to providing first-class support, it is important to thank clients from time to time for choosing you. Only no banal phrases like "Thank you for choosing our service." Use original and memorable ways.

Thanks are best expressed in actions:

• give customers interesting books (or discounts on their purchase);
• recommend the services of one client to another;
• provide loyal customers with discounts;
• post customer information on your site;
• be active in their soc. networks and blogs.

These are just a few examples. Add or change the list at your discretion.

Such pleasant gestures do not require serious financial and time costs. However, they make a significant contribution to the piggy bank of your relationship with customers.

PS Previous issues of secrets: first , second and third .