Every customer that has a problem has one common goal- resolution. If your support staff isn’t adequately prepared to solve problems, especially the hard ones, it really doesn’t matter how friendly your support staff is. At the end of the day customers want to be helped, and they don’t want to work harder on that resolution than you.
According to Jay Baer in his book Hug Your Haters, “More than one-quarter of all customers say the most important element of good service is getting their issue resolved in a single transaction” (131). Getting customers the help they need in as little time as possible is more important than speaking with a patient, kind representative. Don’t get me wrong- that matters too. However, getting the run around or the cold shoulder is the worst!
Here are 5 ways you can help your customers get the resolution they need quickly:
- Listen fully to their complaint
- Ask the right questions
- Own the solution
- Communicate clearly
- Respond in the same channel that the customer contacted you in
How do you ensure your customers don’t work on a resolution more than you? Leave me a comment or send me a tweet!