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I’ve been involved in Customer Service for the past 17 years.  I’ve seen lots of both good and bad interactions with customers.  A company’s most vital asset is its customers. Consequently a good customer service experience requires one to be an advocate of the customer, as that is what good customer service is all about. 

Some of the key points I’ve learned along the way:

1. Listen, Listen, Hear – Listening is one of the key points of customer service, but it doesn’t end there.  Listening alone doesn’t do the trick.  You have to be able to understand not only what they are saying but their ultimate NEEDS.  

2.  Respond – So many support/service departments don’t acknowledge your problem in a timely manner.  Nothing is more frustrating than having a problem that has not yet been acknowledged.  Just letting a customer know your issue is understood and is being investigated/worked upon makes a world of difference.

3.  Set reasonable expectations – Don’t fall into the trap of promising something you can’t provide.  We’ve all been the victim of a support person saying what ever they needed to say to make us happy.  A good support department doesn’t do that, finding reasonable solutions to a problem is our job.  As is, setting reasonable expectations so we all know what is going to happen from here. 

4.  Empathize – I’m the guy people go to when they need support, and even I’ve been in a fix where I needed help.  When talking with a customer we can always get to the heart of the problem, and consequently the solution faster if you make them at ease and let them know you’ve been there before. 

5. Verify – In the IT industry there are always multiple solutions to a problem.  However, not every solution that seem like it will work, will actually fix the problem.  Verify your problem is solved.  This also goes hand in hand, with interacting with your customer to ensure they believe the problem is solved.  Even if you’ve found a solution the problem has not been solved until your customer understands it has been solved.

I’ve been a part of many support departments in my career.  I have to say I’m proud to be a part of the Liquid Motors support staff, as we are one of the premier support departments in the industry.  We strive to ensure you have the best customer service experience possible.



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