Tips to be a Good Customer Support Professional
One of the most important roles in any company is customer support. Whether you are a social media manager, web developer, or marketing specialist- without someone responding to customers’ questions and complaints your business would be crippled. But what makes a good customer service professional? There are many qualities that go into becoming an excellent helpdesk agent, but here are just tips from Jacksonville IT support that can get you started on the right track!
The first thing to remember is that your customers want to be heard. Treat all complaints and issues as legitimate concerns because they are! Even if the problem seems trivial, it doesn’t hurt to apologize and offer a solution or alternative method for getting things resolved.
The next thing you can do is provide multiple ways of communication- email, phone, chat support…the list goes on. It may seem like overkill but having these avenues allows customers to choose which one suits them best depending on their current situation. This makes the process less time consuming for everyone involved since customer service agents don’t have to repeat themselves constantly when dealing with any given issue.
Another great tip is being mindful of how long messages take to write/read through. Customers will appreciate knowing that you’re not ignoring them or simply sending automated responses. Acknowledge that you received their enquiry and then follow up with an update once you’ve been able to look into the issue further.
Last but not least, there are some things that just can’t be done over email! When it comes to sensitive information like usernames, passwords etc- always ask customers whether they would prefer a phone call instead of entering this data in writing where anyone could potentially see it. If your helpdesk isn’t equipped for telephone support yet don’t worry; most companies offer extensions so employees can set up personal pin numbers for incoming calls.