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."


Customer Support Technique #3

Acknowledging Without Encouraging When faced with an angry customer, acknowledge their perspective and the necessity of meeting their basic needs. "The catch is that 'what you focus on, you get more of' and people are naturally less likely to continue being difficult or angry when they feel acknowledged. Therefore, this technique combines two techniques: acknowledging their feelings politely…


Customer Support Technique #2

Acknowledge Customer’s Needs When you make the effort to understand a customer's needs even if they can't be met, customers are more likely to view you positively. Acknowledging needs can be as simple as asking a customer what they want or having patience when interacting with them.


How App Developers Can Reduce the Risk of Cyber Attacks

The evolution of technology has brought seemingly endless benefits to both businesses and consumers. But along with the progress comes a few setbacks, like the increase in the number of cybersecurity attacks for example. The end goal for attackers remains the same—monetary theft. And with around 249,662 new domains and 5,518,007 new hosts launching daily, their targets are continually growing.…


 Self-service: the future of customer support?

Customer support is on the rise, becoming the backbone of any business. While customers enjoy fast and responsive customer service, more and more people prefer self-service over contacting a customer support agent. Could self-service be the future of customer support? In a survey by Interactive Intelligence Group, “short response times” ranked higher in importance for customers than “efficiency”,…