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Customer Support Technique #8
Appropriate Nonverbals Nonverbal signals, also known as body language, play an important role in customer satisfaction. Customers tend to be concerned about whether they are a priority to the person they're speaking with based on how much eye contact is made and whether the person standing or sitting appears attentive.
Customer Support Technique #7
Apologize When offering a customer an apology, it’s best to apologize on behalf of your company. When apologizing, don't necessarily think you are admitting fault if you apologize, it does not have to be a long and drawn out speech. Follow the apology up with focusing on solving the problem or addressing customer needs. When you apologize, never say something that sounds insincere or perfunctory.…
Customer Support Technique #6
Allowing Venting Providing customers an opportunity to rant can help them calm down. While venting might make you feel better, it's important to know that there are two different personalities of people. The first type is the “Venter” type -- these individuals will feel better if they let their anger out and talk about why they're upset or angry. But then there's the second personality type:…
Customer Support Technique #5
Admitting Mistakes Responding honestly and taking responsibility are challenging but essential aspects of customer service. When a company, website, or individual makes an error that is behind the problem. It can be difficult to determine who was responsible for the mistake and whether it arose from your own blunder or a company's fault. This helps customers feel reassured in the knowledge that…
Customer Support Technique #4
Active Listening Active listening reinforces your customers' feelings that their opinions are valued and acknowledged. Active listening involves restating the key points of what the customer said, usually in the form of a question, to reinforce this point. For example, “I need to know you're looking for the missing pieces of my product that warrant a refund."
9 ways to ensure that your SAAS is focused on customer success
As a startup, one of the most important things you should never lose focus on is the customers. Although it's hard to start from scratch and sometimes be cut off financially, it will ultimately make you much more successful in securing your company’s future. Entrepreneurs and CEOs know that their startup must be customer-centric, but how does one ensure it? Industries the world…
10 Steps to a Succesfull Customer Support
Great customer service has a connection element – satisfied customers feel like they’re part of our company, and they’d never leave. In order to develop relationships with your customers and win them over, customer service leaders need to find out what passions drive their customers. This will allow the customer service agent to use these passions for a positive relationship with…
How to Build & Scale a Customer Support Team
Customer success is a must-have for any company that builds products oriented around the customer experience. Software providers know this best, where great customer service is no longer a nice-to-have; it's an essential component of their day to day business operations. As corporate solutions become more complicated and business teams engage in investment into more platforms, it is becoming…
How to Put Your SAAS Customer First
Today’s SaaS companies are expecting continual change and innovation—it’s in their DNA to stay responsive to the market. Increasingly, customer success functions have been introduced as a way of re-engaging users and reducing churn rates. The function of customer success is evolving every day and being adopted by more companies, which understands that their sole purpose lies in providing for the…
How to Surprise and Delight Your Customers
In this age of information, it's rare that we get the chance to meet with people face-to-face and interact in person. We investigate customer reviews online before visiting a restaurant or getting rideshare service, watch our favorite TV show episodes on demand through any device at any time - even during work meetings. A recent Harvard Business Review article argues that since our lives have…