Good Customer Service Goes Beyond Tech Support

This is an excerpt from the July/August 2012 issue of InTech magazine and was written by Tim Hohmann.
Hohmann's Executive Corner

Perhaps one of the most overlooked aspects to providing good customer service is ensuring that employees feel invested in their jobs and are part of a corporate team.

Good customer service must go beyond answering questions via some means of tech support, either in person or online, and include helping users maximize the benefits from the products they buy.

Excellent service starts with having a human answer support calls instead of forcing a customer to navigate his or her way through a phone maze. Ideally, each call to technical support should be answered by a person on the technical support team, or at least by someone who is knowledgeable enough to immediately direct the caller to the correct person. When customers have an issue serious enough to prompt them to pick up the phone, they need to talk to someone who can help them immediately.

Make the tech support phone number available in a variety of forms, from easy-to-find postings on numerous web pages to packaging inserts. This reduces the anxiety customers have when they need help and often expedites resolution of issues.

While many customers prefer support via phone, others prefer obtaining the information they need online. In addition, some issues are best resolved online, such as, for example, those that require posting of specific technical information like specifications or lines of programming code.

Perhaps one of the most overlooked aspects to providing good customer service is ensuring that employees feel invested in their jobs and are part of a corporate team. There is so much focus on the bottom line that it is easy to forget that a company’s strength comes from its team members. We put a lot of emphasis on treating our employees well, as we believe they will then treat our customers in the same manner. Treating employees right requires more than hosting a once-a-year employee team-building exercise. Companies must also strive each day to reward and encourage team members to reach their highest potential. When employees love what they do and where they work, they will reflect that attitude of respect and care to customers. They will not view customer calls as a nuisance, but as an opportunity to help.

Click here to read the full article at InTech magazine.

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