When customers first make a purchase, they’re happy. But when your support technicians hear from these customers, the mood has shifted. They’ve got a problem; they’re annoyed and frustrated and maybe even angry. Whatever’s happening on their end, they’re likely thinking that their problem is your fault.
Whoever’s at fault, your support technicians are the ones responsible for bringing your customers back to feeling positive about your company. That won’t happen if the attitude they’re conveying is impatient, accusatory, or if they are more interested in quickly closing out a ticket or casting blame onto someone else.
It’s not always easy for support technicians to stay positive. That annoyed, frustrated, and angry customer may be paying little or nothing for support, and you’ve got a budget to worry about. Furthermore, that customer’s problem may have no direct connection to your product or service whatsoever. No team or company is capable of supporting every conceivable issue; to attempt to do so would be an exercise in futility.
How, then, can one optimize the effectiveness of customer support?
First things first: try to figure out what the cause of the problem (even if you know it’s not your fault). Try to engage the customer on a personal level and help him or her solve the problem, even if you quickly ascertain that your product or service is not at fault.
Your organization will make a more positive impact if your support team can suggest a solution, provide the customer with helpful steps to follow, or identify right party to contact, rather than dismissing their request altogether.
If the problem is related to your product or service, the questions you’re asking or the directions you’re giving may increase the customer’s frustration and annoyance level, rather than alleviating it. A remote support tool that enables you to take over the customer’s computer so that you can see what they’re seeing, and show them how you’re making a fix, can make a world of difference. Better yet if that remote support tool has video capabilities, your technicians will be able to diagnose and resolve issues without having to rely on inefficient (and often erroneous and incomplete) verbal and written descriptions of what’s going on. This lets you see problems that your customers might not have noticed.