Secrets of Great Customer Support 1

Customer support is considered as one of the main data channels for customer satisfaction and a way to increase customer retention. In more and more companies, especially within the technology field, the responsibility for customer support is placed within the customer service team to ensure maximum customer satisfaction among their clients.

Customer support is more of an art than a science. Achieving the right state of mind should be your major priority to a great customer experience. One needs to be passionate about it rather than just doing it because yeah you need to manage a service. Every interaction with a customer is a unique opportunity to create a great experience working with you.

Once a customer likes a service and is satisfied, you can be sure he will keep coming back.However, if the service is poor, the customers is less likely to work with you again. Analysis have shown that, you need to actually delight customers and not to satisfy them (Gregg A Hawrylko, PMP).

Making Customers Feel Important

Another thing with dealing with customers is that you need to make every customer feel important. Why is this so appealing? You know everyone loves VIP treatment, no one likes to wait in line. Customers derive satisfaction from operating outside established processes; if you do all these for all customers in one way or the other, you make them feel important.

How To Make Customers Feel Important

A few ways you can make customers feel important in order to make them continually use your service

1.    Recall a good customer service experience

Treating customers with respect, personalized attention, greeting them with enthusiasm and going beyond to resolve any problems and issues can keep customers coming back.

Customers will always recall a good customer experience, because your service delivery was spot on. Also because it erases some kind of perception in their minds and this leaves a long lasting impression. Happy customers help spread positive word-of-mouth to family and friends.( Nicole Long: http://smallbusiness.chron.com)

2.            Use their names and find ways to compliment them, but be sincere - customers know.

In mastering the art of customer support, you will need to always make your customers feel like there is none other. It is also important that you save numbers of your customers. This helps you address them by their names the next time you have an interaction with them. Once you mention a customer by name, he begins to feel important and in place. He is then able to see you like a friend and tell you specifically what his issues are without doubt. This is good

3.            Your words, non-verbals and actions must all match and show that you care!

This needs to come in when you can tell by the voice of a customer that he is frustrated, disturbed or very worried. For Support services where you physically meet customers on a daily basis, your non verbal actions really matter to the customer. That tells him whether you are empathizing with him. Your tone of voice for customers you do not come into contact with, also helps. For instance, “..I am very sorry about that, but not to worry i am here because of you. As soon as i am done assisting you with this, you will be fine.”

4.            Think of ways to generate good feelings about working with you - bring passion to your job.

Like i mentioned initially, it is important that you are passionate about dealing with customers. Being passionate about this also means that there are times that you may need to spend extra hours just for the customer to be sure that he is satisfied with the service and will come back again.



If you handle customer's in your field of work, do not hesitate to share your experiences with me in the comments below on how you made/make customers feel important.

Yours Truly,
Ese😘