Preventing customers from leaving you for other competitors is the world’s most coveted talent management. One reason why companies lose customers is the poor care they give and the indifference shown by some support members in the company. Thus, I am going to give you some tips about how to offer the best support service.
Is it possible to transform an angry customer into a promoter? If we do a few little but important things such as, treat the customer’s problem as if it were your own and listen to him to identify what the problem is, and do not focus on the complaint; we can make a difference. Check how to use those and a few more tips in order to make it happen.
When I started working in Intraway, I was coming from a company in which I felt they were not taking the advantages of their employee’s talents, their competitions, their synergy, or even the opportunities of maximizing the use of their human resources. After a few weeks of working as Intraway staff, I felt something totally different and that was the moment in which I asked myself what motivates me every day to go to work. Then I realized that in Intraway people matter.
As a person who had been part of the support area for a while, I already knew what was required to be part of it – and not die trying it- but what kind of skills should the person who leads this team have? After sleeping on it, I found a definition that I personally consider quite adequate: whoever is serving as Manager of Support must have the ability to Learn to Learn.
When we are providing or receiving services from or to an external supplier, a good measurement tool is to use a Service Level Agreement (SLA) to guarantee that the terms agreed upon in the business contract will be accomplished.
When one thinks of a Technical Support Engineer, the first thing that comes to mind is a person dealing with customer complaints.It’s as simple as that. Even though this is not totally wrong, there’s something you should know: there is much more out there that we strive to achieve.
