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7 deadly sins of customer support

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You might think you're doing everything right with customer support. You support customers across all channels. You call wait time is less than 45 seconds. You reply promptly and politely to every email. But still, does it seems like your customers are consistently unhappy with your support? It's probably because you might be committing one of these 7 tiny sins that have huge consequences.

Published in: Services, Business
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7 deadly sins of customer support

  1. 1. deadly sins of customer support7
  2. 2. Despite replying on time… Despite being grammatically correct… Despite being nice and polite… Are your customers unhappy? It’s probably because you are committing one of the 7 deadly sins. Hint: They are deadly because they aren’t obvious
  3. 3. #1 Grovelling when you’ve made a mistake
  4. 4. You made a mistake and your customer is unhappy. Accept your mistake Apologize gracefully Apologize once DOs DON’Ts Grovel Bombard customer with apology emails Overwhelm the customer
  5. 5. #2 Making the customer switch channels
  6. 6. If the customer likes talking over the phone, she would have called you over the phone. Do not switch channels unless: 1. The customer asks for it (Duh.) 2. It’s a high priority issue that cannot be solved with one email. Even then, ask the customer before calling.
  7. 7. #3 Pointing out customers’ mistakes
  8. 8. A customer made a mistake. Woohoo! Don’t prove that you’re right at the cost of hurting the customer. Remember, the customer is always right. Pick your battles. Learn to let some mistakes go. Nearly everyone will ease up when you shoulder some of the blame, even if it’s not your fault. Lo Marino, Boomerang
  9. 9. #4 Not providing a reason for why you’re resolving the ticket
  10. 10. Your customer is not omniscient. Always, always, always provide a reason for your every move. Reassigned a ticket? Explain why. Changed ticket priority? Explain why. Resolved a ticket? Explain why.
  11. 11. #5 Using “but…” or “however…” immediately after “Thanks” or “Sorry”
  12. 12. Stop using these words in your support emails Sorry, however… Thanks, but… Actually,… It almost doesn’t matter how good the news is, if it comes after “actually,”. Carolyn Kopprasch, Buffer
  13. 13. #6 Resorting to a template every single time
  14. 14. The template is your map, not your bible. The template makes for an acceptable first response. But lose it in the next one. Dishing up the same boilerplate every time, however polite and amiable, just makes you seem robotic.
  15. 15. #7 Rolling out the sales pitch
  16. 16. When you up sell without solving the customer’s problem… The higher plan is the right fit for the customer. What you think What they think The company doesn’t care about my problem. The extra functionalities will make the customer love the product. The company only cares about my money.
  17. 17. “Behind every slideshare is a great blogpost” Read more about the 7 deadly sins over at the Freshdesk blog: http://blog.freshdesk.com/seven-sins-of- customer-support/

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