The cold hard facts about customer support… as I see them
I am your customer, I’m calling you.
First, listen to my problem, make sure I understand you care. Ask questions to make sure you have all the facts.
Do not state I did something wrong. If you feel I am in error, help me understand that without making me feel embarrassed. If you feel your company may be at fault, do not open with an apology. Tell me how you will solve my problem.
If you do not have an answer right now, tell me what your next actions will be. Explain when you will be calling me back… you, your the one that answered the phone. Let me know that if we don’t connect, you will leave a voice mail but encourage me to call you back if we don’t connect. Let me know the number to call and the reference information.
Then, do what you promised.
Do not offer me a discount, do not offer to do something for free. Just help me get my problem solved without any more effort on my side. If you discount, your telling me that I overpaid when I first paid for your service. You don’t believe in the value of your products. If I ask you for a discount, find out who in your company is offering the discount. Due to their actions, there may be the word out in the world that people can get your product for free just by complaining.
Use the above as the starting point.
To repeat – make every attempt to solve my problem instead of turning to discounting. You answered the phone or read my email about my issue, your now a sales person. You represent the business I called and control if I will come back and buy again. In the age of online social media, a miss step spreads around quickly. How do I feel if I read how someone got your products for free, yet I paid $50? Next time; I will go somewhere else to buy a ‘better’ product, wait for a coupon to buy at a discount or complain online to get you to give me your product for free. Well, me and everyone I know, everyone else that pays full price are not smart with their money. If you create this world for your company, you can expect to get some time off when the business starts cutting positions as they try to understand why sales are down.
Posted in: Lessons Learned, Life