Everything, no matter what it is, has those certain pillars that combine to make that widget what it is. In the area of customer support, there are three basic elements:
1. People
2. Quality
3. Technology
I know that this seems simplistic, but why make something complicated when it does not have to be. Each element is essential when servicing a customer and continuing to build a relationship with that customer.
First off, people that are right for your company and have an interest in making your customer happy are the right people to have on the phone working with the customer. A customer can hear whether your employees are smiling or not. If your people are happy, ultimately your customers will be happy. It is amazing to me how true happiness and excitement can make a customer happy to be part of a winning team. A positive attitude is infectious so start an epidemic by hiring happy people.
Next, quality answers and information can make or break a customer’s level of trust in the company as a whole. The sole customer support representative interacting with a customer will shape their opinion of your company, so customer support representatives giving quality information is key. If a customer is given bad information, then their opinion of the company will be bad. Bad news spreads quickly. However if they are given quality answers, their opinion will be positive and they will give your company glowing reviews.
The last element needed is adequate technology to provide timely information. If your technology equipment and software isn’t up to date and running on all cylinders then your employees won’t be able to service your customers with the speed necessary. In a fast-paced society like ours, speed is everything.
With the three basic elements, you will have the winning combination to an Excellent Customer Support organization.