Customer Support
Checklist
Get a clear picture
Not everyone will give you needed information upfront,
so take initiative and ask clarifying questions. An
accurate solution is usually preferable to a quick one!
Address all Needs
It’s not uncommon to get dealt several at once, and it can
be daunting to face. Tackle them one at a time, and make a
list if things get complicated.
Speak their Language
If it is evident that the customer isn't proficient in English
or technical matters, tailor your message to be
particularly clear and concise, but also thorough.
Show you are Invested
Acknowledge an upset customer’s frustration, and repeat
their pain point to show that you’re really listening; simple
empathy can convince them that they are in good hands.
Don’t get Stuck on Perfect Solutions
Some things can’t be helped, but don’t give up! Offer a
comparable alternative, or a gift to make up for the trouble;
this dedication to service can win over many customers.