subject: What is Customer Support? [print this page] What is Customer Support? What is Customer Support?
Customer support is part of a company's customer relationship management department that interacts with a customer for their immediate benefit and try to make customers happy. It also has range of services to assist customers about the company's product. Mostly the services includes, trouble shooting, installation, planning, training, maintenance and disposal of the product. They usually typing in information about an order, question or complaint, so he or she can quickly try to fulfill your request or help resolve your problems.
Qualities of a customer support
Should have an excellent manners
Can handle customers problem even in pressure
Should have an excellent telephone skills
Should have a basic to advanced computer skills
And a high-level office skills
How to be an efficient customer service
Answer the phone- Always see to it that there are someone to answer the phone and ready to answer the questions or inquiries of the customers. Get people who will talk as a live person, not a fake or recorded one.
Facts Only - Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, "The products you purchased will be delivered on Friday", it should be delivered on Friday. Otherwise, don't say it. The same rule applies to client appointments and deadlines. Think before you give any promise - because nothing annoys customers more than a broken promise.
Listen to your customers - Let the customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
Dealing with complaints - No one likes hearing complaints, but this is part of the job, this will challenge your ability to handle and answer for the customers complaints. Just give the exact answer to his complaints, if not exact, the nearest answer will do.
Good manners and right conduct - being a customer support, you should have basic ethics talking to people/customers. If you don't, quit, or don't attempt to have this kind of job. This just might stress you or worst, get fired.
Mind and interest on the business - for example, a customer called and ask some on the procedures of the product, after helping him, you can say any related topics or suggestion about the product. This might be helpful to the customer and end up the conversation with a smile. He didn't just got his problem solved but had an extra ideas too.
BASIC RULES
Know your products - have a in-depth knowledge of products and services to have customer trust and confidence. Know your company's return policies inside and out. Try to anticipate the types of questions that customers will ask. Update and amend your FAQ page frequently.
Treat people with courtesy and respect - whether it's by email, phone, written correspondence, or in person, the interaction leaves an impression with that customer. Use courteous phrases like "Sorry to keep you waiting," "Thanks for your order," "You're welcome," and "It's been a pleasure helping you"
Never argue with a customer - here comes the saying, Customer is always right BUT you know very well that the customer isn't always right. However, it is important that you do not focus on the missteps of a particular situation; instead, concentrate on how to fix it.
