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The 4 Rules of Customer Support

You’ve always heard that the customer is always right, but as it turns out—customer service is always a bit more complicated than that. Whether you’ve been in business for 20 years or two days, it’s always a good idea to remind yourself how to effectively, efficiently, and professionally assist your customers if there’s a problem or if they have a question.

Here are 4 golden rules of customer support that you’ll always need to follow.

Always be Kind

Above all, no matter how mean and irritated your customer may get, the most important thing to get right is to be kind in all of your exchanges—whether they be over the phone, in person, or online. It’s easy to get upset when a customer is angry over something inconsequential (or if they’re flat out wrong about something), but the trick is to always keep your cool.

Don’t Make Promises You Can’t Keep

Although you may want to promise your customer the moon, if you can’t deliver on it then don’t promise it. You might think the customer will be satisfied by your response and not follow up on your promise, but they will with certainty.

Do everything you can to help your customer, but only work within the limitations you have and not a smidge more. Sometimes clients have a tendency to have high expectations, but if you can meet them in the middle somewhere they’ll typically be satisfied.

Listen

When your customer has an issue, you might have a prepared speech or a retort for every single one of their complaints or questions, but resist the urge to speak until they’re completely done talking. If you interrupt them or assume you know what they’re talking about before they give you the whole story, you could be missing key information that could lead you to a better solution. Listen, and train your staff to listen so that you can give better customer service.

Go the Extra Mile

Even if you’re tired and even if this customer is a thorn in your side, the best course of action with customer service is to always go the extra mile. Your customers will appreciate it and will more likely recommend you to their friends and family. And if after all that your customer is still dissatisfied, you’ll know that you did everything you could to help them and nothing more could have been done to salvage the relationship.

Need some extra help with customer service at your company? Consider hiring a virtual assistant to help with help desk support, customer service phone assistance, and more! Give Contemporary Virtual Assistance a call at 877-554-0333 for more information about what our virtual assistants offer.

photo credit: rukalukavina

 

Posted on February 22nd, 2018 by Rachel Braam, Office Manager

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