Was tun Sie, wenn sich Kunden im technischen Support nicht gehört fühlen?

In technical support, if customers feel unheard, actively listen, empathize, rephrase their concerns, and collaboratively work towards a resolution that addresses their needs.

Seek to understand the problem, do not just assume you know the answer, each problem is unique. Ask clarifying questions to better understand what they are dealing with, and offer examples of solutions from other customers that you have helped.

Durante os atendimentos que realizei com clientes demonstrando insatisfação por não se se sentirem ouvidos, procurei ouví-los e entender o motivo da insatisfação, e o próximo passo foi explicar o fluxo e funcionamento do processo me certificando de finalizar o atendimento de forma que o cliente compreendesse e mudasse sua opinião. Quando e se necessário envolvia gestor ou demais departamentos envolvidos no motivo do estresse do cliente.

Listen to customer carefully, then understand the problem. Sometimes the answer lies within the question itself. Rephrase what you've heard, guide the customer to achieve the result.

1. Seek first to understand, then be understood; prioritizing hearing the others' voice before putting your point across. 2. Proactively asking for feedback: Have I responded to your concern? How else would you suggest I handle it? 3. Check the understanding of the parties to be on the same page

Empathy is arguably one of the most valuable soft skills working with customers. We live in a society driven by technology so when there is a hindrance to the devices or software being used, it can be extremely detrimental. By forcing yourself to relate to them, no matter how small or large the issue, their experience becomes validated, making the entire process much easier, and ultimately creates an invaluable relationship.

A empatia é uma ferramenta poderosa no suporte técnico. Expressar preocupação genuína com a situação do cliente pode estabelecer uma conexão valiosa. Ao validar seus sentimentos com frases como "Eu entendo como isso pode ser frustrante", demonstramos que nos importamos com a experiência deles, sem assumir responsabilidades além do nosso controle. Isso faz uma grande diferença na percepção do cliente sobre o apoio que estão recebendo, aumentando a confiança e a satisfação com o serviço.

Empathy is one singlemost important way to show utmost concern on customers pain points . It not only acts as a visible ice breaker but also paves the way for continuing the meaningful dialogue with customers for finding out feasible solution to the concerns raised to ensure win win scenario

Hoje vejo que a maioria dos clientes hoje não toleram certas metodologias antigas de cartilha de vendas, acredito que um relacionamento mais humanizado entre vendedor e cliente, possam gerar mais frutos futuros e sólidos do que alguns vendedores que vendem de forma "empurratória" sem fidelização do cliente.

Empathy is any good skill to have if you’re a technician. Putting yourself in the shoes of the customer makes them feel better when addressing the issue to you. This makes them feel like they can trust you and have confidence in you fixing the issue.

In my experience, clarifying issues helps build rapport and trust with customers. For instance, if a customer reports slow performance on their device, asking specific questions about when the issue occurs and what tasks they were performing can narrow down potential causes and lead to a more accurate diagnosis. Additionally, summarizing the customer's concerns back to them before proceeding with troubleshooting demonstrates active listening and ensures that both parties are on the same page regarding the problem at hand.

Quando há uma desconexão entre o que os clientes dizem e o que é compreendido, fazer perguntas esclarecedoras é crucial para chegar ao cerne da questão. Isso não apenas garante que estamos abordando o problema certo, mas também demonstra nosso engajamento e disposição para ajudar. Evitar jargões técnicos, a menos que o cliente esteja confortável com eles, e explicar os termos quando necessário, são práticas essenciais para uma comunicação eficaz no suporte técnico.

En muchas ocasiones hay mucho desconocimiento por parte de los clientes, y no saben explicar de manera clara el problema que tienen, por lo tanto es necesario tener mucha paciencia, y procurar hacer las preguntas correctas y necesarias antes de entrar en acción, de tal manera que se pueda brindar la solución más efectiva posible.

Certainly! "Clarify Issues" means to gain a clear understanding of the problems or concerns that a customer is experiencing. It involves asking targeted questions, actively listening to their responses, and repeating back the issues to ensure comprehension. This step is crucial in technical support as it lays the foundation for effective problem-solving and ensures that both the customer and the support agent are on the same page.

It is important to get the full picture as quickly as possible to cut down the incident downtime. Avoid as much as possible to send emails to gather information, rather pick up the phone and speak to the client. This allows you build a better relationship with the client from the start and it better showcases to the client that you care to resolve their issue.

Depois de entender o problema, é crucial oferecer soluções de forma clara e detalhada. Se os clientes se sentiram inouvidos, é importante explicar cada etapa e como ela aborda o problema deles. Se uma solução imediata não estiver disponível, descreva as próximas etapas e forneça um cronograma realista. Manter os clientes informados durante todo o processo tranquiliza-os de que seu problema está sendo tratado com seriedade e está a caminho da resolução.

Offering solutions entails providing actionable steps or suggestions to resolve the issues that the customer is facing. After clarifying the problems, the support agent can propose various solutions tailored to the specific situation. These solutions should address the root cause of the issue and be presented in a clear and understandable manner. Additionally, offering multiple options, if possible, can empower the customer to choose the best course of action for their needs.

Quando o vendedor experiente e consciente da necessidade do cliente se preocupa com cliente, ele terá muita credibilidade perante o cliente, muitas vezes a solução pode ser muito simples, porém de grande valor a necessidade do cliente, lembrando que a solução de um cliente nem sempre é a mesma de outro valorizando ainda mais o empenho do vendedor na solução

Giving a vivid description on how to solve the problem to the customer is also a good way to gain trust. You can’t just say to the customer “ I will call you when the issue is resolved “. This is a no no! At least let the customer be aware that this and this is what can be done to resolve the issue or problem. If you’re able to point out or offer solutions step by step the client, he or she gets the confidence in you that you’re gonna come through clean.

Siempre tratar que el cliente se sienta escuchado , mostrar empatia , dar el servicio que uno quisiera recibir y siempre estar atento a las necesidades del cliente.

A comunicação eficaz no suporte técnico vai além de resolver problemas técnicos; envolve construir conexões genuínas com os clientes. A escuta ativa, a empatia, a clareza na comunicação e o acompanhamento pós-interação são pilares essenciais para garantir que os clientes se sintam valorizados, ouvidos e satisfeitos. Ao adotar uma abordagem centrada no cliente, não apenas resolvemos problemas, mas também fortalecemos a confiança e a fidelidade do cliente. Cada interação de suporte é uma oportunidade de mostrar empatia, compreensão e dedicação, demonstrando que estamos verdadeiramente comprometidos em fornecer uma experiência excepcional ao cliente.

When customers in technical support feel unheard, follow-up is essential. It demonstrates a commitment to their satisfaction and ensures that their concerns are fully addressed. By proactively reaching out to check on their experience and offering additional assistance if needed, you show that their feedback is valued and that you are dedicated to providing the best support possible. Follow-up not only resolves immediate issues but also builds long-term trust and loyalty with customers.

The main thing, is to let the users know that someone is looking into their issue by providing the prompt updates on the workaround. Take user on a call, and explain about progress of troubleshooting not digging too much technical but in a simple manner that a common users will understand.

The follow-up serves to do many helpful things. In addition to those items written in the article, it also helps the tech support person reflect on the discussion, and allows them the chance to include missed helpful advice or resources. It ‘keeps the door open’ for the client for this or future cases. And for those of us who use CRM tools to log call reports, a detailed follow-up is the nucleus, or sometimes the entire, call report needed to satisfy our internal metrics or tracking.

Indeed, following up after a support interaction is a valuable practice. It demonstrates ongoing commitment to customer satisfaction and reinforces the idea that their concerns are taken seriously. Whether it's through an email, phone call, or other means, a follow-up allows the support agent to confirm the effectiveness of the solution provided and address any lingering issues or misunderstandings promptly. This proactive approach helps foster trust and loyalty, as it shows that the company values the customer's experience beyond just resolving the initial problem.

It is a standard procedure to create a "Lesson Learned" journal, where you record incidents such as Customers feeling unheard and ways you can avoid such occurrence in the future. The habit of learning from mistakes would go a long way in improving your Technical Support skills and reputation.

It is crucial to keep a record of instances where customers do not receive the necessary support, particularly if technical errors are affecting their daily operations. These errors should be documented as evidence to present to higher management to gain a comprehensive understanding of where technical processes and service delivery may be lacking or require further investment or staff training. Simply hearing out a customer's concerns is not enough; it is essential to deliver on promised services, especially when customers are paying for high-end services. While increasing profits is important for any business, it is also essential to develop a long-term vision for growth and establish trust with customers by delivering solutions.

Documenting the entire process not only streamlines the existing engagement but also helps refining the resolution of future issues similar in nature.

I find it helpful to keep track of the initial issue and the overall solution, but notate the steps to resolution. Often times this helps you reflect on the process to get to an answer, but it can be helpful to further communicate additional areas of help. Remember those weird menus no one else clicks into or the edge cases. Use those as a way to build your own deeper understanding of how to help the users. Or the next time you’re in the same place reach out to the initial customer and see if adjacent knowledge helps them.

Transparency: Be transparent with customers about any changes or improvements that result from their feedback. Let them know that their input is valued and has directly contributed to positive changes in the support process. This reinforces the idea that their voices are heard and can lead to increased trust and satisfaction with your support services.

Another consideration, be honest. If you don't know the answer and need to research the issue let your client know that you are going to dig deep to get an answer. Keep them informed, don't have them contact you for status you contact them otherwise you will likely lose control of the issue and your clients confidence.

If customers in technical support feel unheard, there are a few steps you can take to address their concerns and improve their experience: 1. Active Listening: 2. Validate Their Concerns: 3. Repeat and Clarify: 4. Offer Solutions: 5. Follow-up: 6. Gather Feedback: 7. Team Training: Remember, providing exceptional customer service and support is crucial, and ensuring that customers feel heard and their concerns are addressed is an important aspect of building customer satisfaction and loyalty.

Primero evaluar qué estamos haciendo mal. Primero: Considerar si el personal se comunica de forma clara. Segundo: Escuchar las necesidades de los clientes y cuáles son sus prioridades. Tercero: Verificar que las soluciones y problemas estén registrados correctamente, darles seguimiento. Cuarto: Tener buena organización y un orden de prioridad. Para concluir: Retroalimentación frecuente con los clientes y poder brindar soluciones satisfactorias.

Listening attentively and empathetically is crucial in technical support. If customers feel unheard, it's important to acknowledge their concerns, validate their feelings, and assure them that you're there to help. Encourage them to express their issues fully, and demonstrate active listening by summarizing their concerns before offering solutions. Additionally, providing regular updates on the progress of resolving their issue can help alleviate their frustration and make them feel valued.