Being a Technical Support Executive is one of the challenging jobs you could ever do, because here you will have to directly interact with the customers of different types and different characters real time. And if it is a remote interaction, it is going to further challenging.
Word ‘challenging’ doesn’t mean that it is difficult, but if you can’t understand what a customer needs, you will end up seeing yourself in a very drastic position.
There are a few rules which should be kept in mind while providing .
1. Trust your customers.
Customer is always right! As a Technical Support person, your prime duty is to trust what your customer says. Never try to prove that he is wrong, but instead prove that you are right. Both may sound similar but in actuality are 2 different things. No one wants to hear that one is wrong and no one in this world would ever say, ‘Yeah !! My idea sucks’. Always tell the customer that you have a better idea and he will surely buy that. But if you say that his idea is wrong, it might result in an unnecessary row and in the end, you lose a customer.
2. Communicate effectively.
Always listen what the customer has to tell. The more you listen, the more you understand his/her issue. I have seen a few Customer representatives starting to explain things before fully listening to a customer. And result? A lot of confusion and might need a lot of follow-ups to sort that. The more time you spend listening to him, the lesser you spend to resolve his/her issues.
3. All are KING customers.
Treat all your customers as KING customers irrespective of how small or large the business they have with you. In my personal experience, we have seen customers grow along with us. The ones who brought in less than 100 dollar a month have grown big enough to pay us thousands of dollars. So never underestimate or predict the potential of a customer.
4. Go an extra mile
Always go an extra mile for the customers because there is no one in this world who doesn’t like that. Assume how happy you will be if you get your car water washed for free after a normal service. I got that done once and hence this example got a place here, couldn’t think of a better one. The ‘extra’ mile that you go brings the customer delight and even brings extra business as well.
5. Educate customers.
Everyone (lazy people excluded) likes to learn new things. By educating a customer, you are doing 2 things.
a) Making sure that the customer understands what the issue is.
b) Making sure that he doesn’t come back again for the same issue (as he already knows how to solve this.
The most important part is the amount of time you will save later if an issue is dealt correctly for the very 1st time.
Feel free to reply to this post if you have more suggestions.