Good customer support involves responding promptly to questions and complaints, keeping promises, listening, being helpful, and adding extra touches to the customer experience. Companies should respond to correspondence within 24 hours and keep detailed notes. Listening to customers and genuinely caring about them can also improve customer support. Adding something extra to the product or service can make customers feel valued.
Customer support is another term for customer service. It involves methods that create a positive experience for a customer. A business needs customers to become and remain profitable, and if customers aren’t happy, they won’t be able to patronize the business again and may recommend that their friends not patronize the business as well. Good customer support involves responding promptly to customer questions and complaints, acting on every promise you make, listening, being helpful, and adding extra touches to the customer experience.
Few things are more frustrating for customers than when a business doesn’t respond to questions, comments or complaints they may have. The general rule that companies should use when communicating with anyone is to return correspondence within 24 hours. Regardless of the nature of the correspondence, responses should always be polite and professional. The ultimate goal is to win a new customer or keep an old one by correcting a mistake or providing more information.
Businesses also need to remember that if a promise is made to a customer, it must be kept. Customers are quick to remember whenever something was promised to them and they will expect those promises to come true. Keeping detailed notes of some kind could help a business owner remember exactly what was discussed with each client. Clients will appreciate the attention to detail and may patronize your business again or recommend it to others.
Something as simple as listening to customers is another way to show good customer support. When customers are spending their hard-earned money, they want to know that someone is assessing their needs and wants. This could also give the business owner a clearer picture of what the customer is looking for and how they might help.
Genuinely caring about people could go a long way in showing good customer support. Clients like to feel like someone cares about them and their well-being, and they generally respond well to it. Guiding the customer to an item they’re searching for, taking the time to answer questions about the product, or offering to order something that’s out of stock are all ways to show good customer support.
Few things stay with a customer longer than knowing that someone took the time to add something extra to their product or service. This helps a customer feel like they are getting value for their money. You don’t have to do something grand or expensive; things like offering information about additional uses for a product, enabling him or her to save some money and still find what they are looking for, or giving background information about a product are all ways to give the customer something extra.
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