Customer Support 101: “The buck stops here.”

Let this be the first thing you train your employees on!

Truer words have not been spoken.

It doesn’t matter whether you are a techie or a marketing guy or the salesperson, when a customer tells you about a problem they are having — YOU ARE THE CUSTOMER SUPPORT!

YOUR COMPANY IS A SUM TOTAL OF PEOPLE LIKE YOU

EMPATHIZE, NOT APOLOGIZE

If I was in the customer’s position, how would I have expected the business to help me out?

BUT ISN’T THAT LITERALLY THE CUSTOMER SERVICE TEAM’S JOB?

And lo and behold, the customer’s issue is solved. What now?

DON’T FOLLOW BULLSHIT TIPS ON DEALING WITH CUSTOMERS

  1. Start with an apology
  2. Use their names in your sentences
  3. Offer discounts
  4. Offer solutions
  5. Ask them for solutions

I am sorry you had a bad experience with our services, Mark.

Let me quickly check on it, Mark.

Mark, as I can see in our system, the order was placed on 12-Aug at 6:20pm

Just be human, don’t be a machine.

EXTRA TIPS

Don’t ask your customers to reach out to you in your responses.

Don’t let your customers stew.

Be honest, be transparent.

Don’t leave even a single bad experience unaddressed

WHY IS THIS SO IMPORTANT?

That’s it for today, see you tomorrow…hopefully!

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Abhishek Anand

Helping businesses grow 10x faster, and scale efficiently. Top Writer — Quora, Medium. Drop in a line if you’d like help with yours. mail@abyshake.com