And the number one thing you must practice.
This article is letter (C) of our “Customer Support" series where we write an article for each letter of the phrase. “Customer Support" studies how companies can best help people in the digital age. Find links to more articles in the series below.
In a time where people are empowered to find what information they need when they want, people still appreciate a helping hand once in a while. That’s when your fine customer support can bring you above and beyond in your customer’s mind.
Empathy: Customer Support’s Foundation
No matter how simple your structure or complex your procedures, excellent customer support revolves around empathy. To put empathy into practice, CBSnews recommends asking these questions in every customer interaction.
- How does the person I'm trying to help feel?
- How would I feel if I were that person?
- No matter the request or the "rules," is there something I can/should do to help?
- What would I expect to be done for me if the roles were reversed?
- In the end, what would make this customer satisfied or (better yet) happy, and is there any reason I can't do it or find someone who can?
Non-Voice Based Customer Support
An average customer’s first line of defense is to help themselves through chat support or email support. These digital mediums make it extremely easy for anyone to reach out and ask for help.
Voice Based Customer Support
This is the good old fashioned call-and-talk-to-a-human customer support. Becoming more of a rarity these days, customers will be impressed with help from the personable friendliness of a real person.
Word Up:
Remember to keep it calm, cool, and friendly with a heavy dose of empathy. Your customers will never be at a loss for help with access to phone, email, and chat support.
This article is letter (C) of our “Customer Support" series where we write an article for each letter of the phrase. “Customer Support" studies how companies can best help people in the digital age. Find links to more articles in the series below.
(C) Your Key To Success: (C)ustomer Support
(U)tilize Positive Customer Reviews To Promote Your Brand
(S) 3 Brilliant Ways To Makes (S)ales With Customer Support
(T) 3-core-components-for-a-happy-effec(T)ive-customer-support
(O) Why Chatb(O)ts Are Crucial To The Future Of Your Business
(M) Best Practices For Live Chat (M)essenger Customer Support
(E) It’s All About The Best Customer (E)xperience
(R) Never Lose Your Customers Again With These (R)etention Tips
(S) The (S)elf-Service Customer Support Phenomenon And You
(U) Where To Start With (U)nderstanding Your Customers?
(P) Want A Thriving Business? Focus On (P)ersonalized Customer Support
(P) What NOT Using Customer (P)ersonas Costs You (And How To Fix It)
(O) How To (O)ffer Proactive Customer Support
(R)ealtime Livechat - Are You Prepared For A Good Thing?
(T) Customer Support (T)ools Of The Future
