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October 2013 ~ Keys to Great Customer Service
This month, we want to share some tips for good customer support. We recently had some bad experiences and got to thinking about what makes the good companies good. What would it take for those who are not good at customer support to get better?
1. Listen to the customer
Assume the customer really is having the problem they describe to you. Repeat back what you understand and verify that you are hearing it correctly.
2. Know that the customer is coming to you for help
If the customer knew everything, they wouldn’t need to contact you. They are stuck and need your expert assistance. They expect that you are competent to help them resolve whatever issue they are having.
3. Be respectful of the customer’s time
The customer is taking time out of their busy life to ask for help with a problem that they can’t solve and that needs your help. If you can walk them through simple problem diagnosis, do that. Check the basics and verify that they have done the basics.
If this is a computer problem, verify whether the computer is plugged in, turned on and operating properly. What operating system are they using? How expert are they in understanding the language of computers? Adjust your conversation to match their level of technical understanding so that you can communicate with them. Again, listen to what they are describing as the problem until you really "get it" then, find a solution that really works for them.
4. You only have one customer
Your only customer is the one you are working with at the time. Each person is unique and each problem is unique, even if you think you have heard everything, each situation has something just a little bit different from the last customer. Take the time to listen to this customer and get their problem resolved.
5. Provide self-help materials
Some customers would rather do their own problem-solving. You can provide tips, Frequently Asked Questions, self-help guides and articles on your company’s website that allow customers to work through issues themselves. Once these are developed, a fair number of customers will use them instead of calling your support organization.
6. Be honest
If you don’t know the answer to a question, tell the customer you don't know. Let them know that you will find out the answer and get back to them as soon as possible. And, do it as quickly as possible.
7. Don’t promise more than you can deliver
Make sure your marketing and sales materials are realistic and honest about what your product or service does or doesn’t do. Don’t set up false expectations for customers who buy your product then find out that it doesn’t do what is promised or that it fails to perform as promised.
8. Ask for feedback and use it
Ask for feedback on your support contacts with customers. Do regular surveys. Ask customers about your product or service, what is working well and what you can do better. Take time to review those results regularly with staff and make changes in ways requested by customers.
Example: I managed an IT technical support group for a number of years. One of the things that customers asked for in a survey was a note that an IT person had stopped by their desk while they were gone. That was a simple request to implement. We created a little postcard that could be left if the customer was not at their desk. The customer then knew that someone had been there, and who to call to get help. Over the years, we could see how the overall IT support ratings improved as we made changes that customers asked for in annual surveys. We eventually implemented a method whereby each customer could make comments about each support service call. Those also provided good feedback.
9. Hire good people and train them well
I once heard a consultant say that he believed some people are born with good customer service skills and some are not. I have come to agree with that. When hiring people for any job that deals directly with customers, it is critical that they have a good customer attitude. If they don’t already have it, you probably can’t train them to get it. Don’t bother. Hire people who really want to help other people.
Example: One IT person who wanted to come into our organization had already gone through the first round of interviews and when he got to me, the first question I asked was, "Why do you want this job?" He lit up with a big smile. "I want to help people," he said. That was the only question I needed to ask. He made an excellent technician, moved from trainee into a regular position very quickly and his customers loved him.
Even good people need training to meet the changing demands of an industry, especially fast-paced technology industries. Make sure you have a good training program and give your good people the chance to be even better.
10. Set a good example
Leadership is about setting a good example. Give good service to your customers, to your peers, to your employees and to your management. Show your staff the benefits of good customer service and encourage them to teach you new techniques as they discover them. Spend time in staff meetings talking about what works and what new methods can be shared. Share success stories and share failures so that all can learn from them.
If you are thinking about creating sources of income, new business ideas or exploring expansion of a existing business, our book Income Without a Job has some great exercises to assist with that.
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