Customer Service is just as important today as it was before the birth of online business. We now offer customer support via email or other online methods. This does not mean that we are limited in how effective our support and service can and should be for our customers.
In part one we addressed the idea that each customer is unique and deserves to have a personal response to their problem or issue. The second part of this series was about being clear and sincere in our response to clients. If the answer would not satisfy YOU, do not send it to a customer! The third step in quality customer service is offering live customer support. Your clients deserve to get the correct information from the source.
STEP FOUR: Make sure your Support reps have all the answers
The highest quality phone systems with the latest technology will do your client no good if your staff does not know your product or services! Your reps should be knowledgeable, warm and friendly, and willing to help with any aspect of your product or service. This generally means there needs to be quality training and development, but if your customers are important to your business, this training is vital.
It is a good feeling to be able to talk to someone who is confident with the product or service. It’s even better if he is knowledgeable enough to solve problems without having to escalate the call to another department or team. When your customers are able to get quality support from a single rep, they are more satisfied and view your business more favorably.
About Alan Smith
