Your customer support can either increase your reputation or completely destroy your business. If customers have bad experience when they contact support, they may leave your company completely. And, the worst thing that could happen is when they would tell everyone they know how bad your customer support really is.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
It doesn’t take too much but common mistakes can sabotage your entire business just the same. Here are some customer support mistakes you should avoid:
Absence of Empathy
Customer support is sometimes equivalent to the term “empathy.” Simply put, it is like asking yourself the question: “What if this happens to me? What should I do?” Avoiding this is simple – train your staff and provide clear guidelines on how you should treat customers. You must cover all basics both real and hypothetical so your staff would be ready.
Hiring Unqualified Customer Support Reps
There are many people who are just not qualified to provide customer support. Highly qualified customer support reps are respectful, polite and have genuine concern for their customer’s needs. Remember, being respectful is not just a quality – it is a skill that’s practiced at all times. Don’t hire people just because they look nice and would probably do well when handling customers.
When your customer support staff does it right, don’t forget to compliment them and appreciate them for the hard work they have done.
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