Nobody calls a tech support number just because they are bored; there is almost always some frustration involved, and the client is most likely seeing red. Hearing an empathetic voice coming through the other end of the phone reading a scripted apology is NOT what the customer is looking for from a company, brand, or business. As we have strived to offer our clients and customers with excellence for years, here is our list of qualities that we believe are vital to a successful encounter with tech support.
Speedy Response Time
Typically, a phone call has been made or an email has been sent due to an issue that is happening in the present moment. Although it may seem obvious that an issue should be resolved rapidly, you might be surprised to discover how many companies do not prioritize the urgency of an issue. Just like when a pipe bursts in your home, and you are in desperate need of a plumber, a customer wants to know that the phone will connect within three rings. Be quick, responsive and attentive to the client.
A Team Approach to Problem Solving
Most people understand that a single employee is typically not able to single-handedly possess all of the necessary knowledge to immediately resolve a customer’s issue. Two heads are better than one, especially when they work together and get along well. By supporting the customer who encountered a frustrating problem, while focusing on working with them and maintaining empathy for their dissatisfaction, a successful customer experience is the outcome.
Product Knowledge and Attention to the Details
No single employee can know everything there is to know about a specific product (or thousands of products). Always turn to product experts in the case that you are unsure of the answer to a customer’s questions; it is more important to relay the correct information than fake confidence. Although your customer might seem frazzled or flustered and throw many details your way, a successful outcome from a tech support call is all in the details. An efficient tech support team will be attentive to details, and reliable in the product information that they are relaying to the customer.
True Care and Concern for the Customer’s Desired Outcome
A passionate tech support employee typically does not take failure lightly. This drive for a win-win situation is what a successful tech support team should possess. Committed tech support representatives will go above and beyond to resolve the issue at hand. Clients love to see passion, drive, and true concern for a positive outcome.
At CCS, our tech team strives to help our customers any way we can to make your lives simple, easy, and stress free. In need of support? Give us a call! (630) 377-4664