Customer Support: Is it a Real Thing or People Just Blabber?

Now and then everyone talks about offering stellar customer support. However, no one provides a straightforward and direct approach to make such a thing happen.

Is it too much to ask for? What's the best customer support anyone can get? Is it all about revenues or customer satisfaction? There's a lot to talk about, and only a few people understand the concept of human-centric customer support.

In the past 6 years, I have managed to encounter hundreds of customer via email, live chat, social media, and a lot more.

Moreover, I am disappointed to say that only a few customers have experienced something where they're the priority. Most companies claim to put their customers on the top.

You may have also read something like "WE DON'T COMPROMISE OUR PRODUCT'S VALUE" so many times. Haven't you? However, does that apply to all?

Let me mention a few vital things that matter when you're targeting to build a better company that genuinely cares for its customers.

1). Be Human

Being a customer myself, I have experienced some unique customer support approaches. No doubt, Amazon is known for its best customer service. However, have you ever thought if that happens to every customer?

Not every customer support representative is good enough to offer a customer support people appreciate. Everyone is different, and so do their techniques to handle customers.

The real deal is to be human and not act like a robot to copy and paste a prebuilt template. Wait! Has this happened to you while complaining about a product or even during a job rejection? Everything is interlinked. Isn't it?

We all are humans, and we need someone who knows how to treat us for who we are and the problem we face. A customer support representative should be human enough to care for a customer's problem.

2). Be Empathetic

If you can't imagine yourself in a customer's shoes, you can't claim to provide excellent customer support.

You need to understand that not everyone is the same. Some people find it difficult to install an app. You shouldn't just imagine them to know everything.

To make your customers say WOW! You should analyse their words, try to know their mood, look for clues, make them feel comfortable, calm them down, and involve them in solving an issue.

Your customers should feel valued, and nothing is better than telling them, you understand.

For example, you should always say something like "I understand how frustrating it's to face such an issue" in your response. Try to connect with your customers.

3). Be Transparent

If you can't accept your mistake, you can't help anyone. Sometimes, companies ignore customers' complaints, where they find it difficult to accept their mistake.

Everyone appreciates transparency. For example, if a customer's website is down, and you know the reason, tell them.

On the other side, if you try to charge them with a significant amount, it's unethical. Making money is a need, but you should have some work ethics and transparency should be one of them.

I know people waiting for hours to respond to customers just to make them perceive a complicated image of the problem they're working on. It's ridiculous. Isn't it?

4). Listen, Listen, and Listen More

Being attentive is the most crucial part of a customer support specialist's job. It's vital to listen to customers before sending them some links to 2000 words articles.

Listen to their problem, stick to what they ask for, analyse the situation, and then react accordingly.

How would you feel if someone sent you tons of links to solve your problem when all you need to find out your current order status? Wouldn't you be furious? I would!

Understanding your customers' need by listening to their feedback and suggestions is a golden opportunity.

5). Stop Selling, Start Helping

Receiving promotional emails isn't new; it's happening with everyone. Instead of spending your money on marketing, spend it on building a strong customer support philosophy by hiring visionary leaders and empathetic souls.

Customer acquisition and customer retention seem easy, but once you start dealing with customers, you might need a painkiller.

It's true that for a human brain, dealing with different personalities in a day can be so overwhelming, ask any customer support specialist. However, hey! That's what makes you a strong candidate to maintain a friendly yet professional environment at work.

Since 2012, I have been dealing with angry customers, and it's quite hard sometimes, but going to the extra mile is what a customer support specialist should be ready for.

Are you into customer support? What's the best advice you would give? What're the mistakes you made? Don't you think companies should focus more on customer support?