Empower Your Technical Support Team with Customer Service and Management for Technical Support

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When your customers call, email,  open chats, or otherwise request   customer service technical support, you have  a unique opportunity to win a loyal customer   or lose a loyal customer, all by  the way you handle their issue.   Hi, I’m Don Crawley, author of  The Compassionate Geek and today,   you’re going to learn how to Effectively Respond  to Customers’ Complaints with Technical Support.   Before we get started, be sure to give this  video a thumbs-up and subscribe to this channel.  Your CSAT scores, Customer Effort Scores,  and other metrics are all related to your   ability to handle customer service technical  support effectively. As we talked about before,   it’s a matter of remembering the basics. Sometimes, it’s easy to get caught up in the   latest buzz phrase or popular philosophy about  customer service. Just as in sports, music,   coding, or any other endeavor, you’ve got to take  care of the basics before you do anything else.   In customer service technical support, the  basics are competence, a single contact,   speed, courtesy, and professionalism. Competence means you know the products   and services you support. You strive to be the  best in the world at understanding them. You   may not achieve being the best in the world,  but in striving for that level of quality   you will achieve excellence. Set up test labs  (either real or virtual), pursue certifications,   attend vendor demonstrations, and do  whatever you can to increase your knowledge.  Single Contact Customer Service  is the most important factor   in earning good Customer Effort Scores (CES). Of  course, there are times when that’s not possible,   but the biggest complaint customers have with  technical support involves a need for repeated   contacts on the same issue. Do your best  to resolve issues during the first contact.  Speed Of course,   all customers want speed. They want you to resolve  their issue quickly. Sometimes, as you know,   that’s not possible. When an issue is taking  longer than you expect, be sure to communicate   with the customer or coworker so they can plan  ingly. Offer an apology that it’s taking   longer than expected, along with an assurance  that it’s a top priority. Depending on the   particular type of issue and the length of  delay, consider providing status updates.  Courtesy Manners go a long way in helping create satisfied   and loyal customers. Say please, thank you, and  you’re welcome. Be sensitive to cues that your   customer or coworker gives about whether they’re  in a time crunch or want to engage in small talk.  Professionalism Being professional involves competence,   being well-groomed, conducting yourself with  confidence, not complaining, treating others   with dignity and respect, carrying yourself  with dignity and respect, and being approachable   by customers and coworkers. There Are No Guarantees in   Customer Service Technical Support But, use these five factors in your   relationships with customers and coworkers  and you’ll increase your odds of avoiding   common complaints with technical support.  Of course, there are no guarantees, but use   these five practices and you’ll be well on your  way to better CSAT and Customer Effort Scores.  Want more? Enroll your team now in Compassionate  Geek IT customer service training so they can work   together, get things done, and take care  of customers. Visit CompassionateGeek.com   or click the link in the description.  Until next time, thanks for watching!