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Power Of 30 Seconds: Best Practices for Exceptional Support


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What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived.

Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more.

You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.

Published in: Business, Technology
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Power Of 30 Seconds: Best Practices for Exceptional Support

  1. 1. The Power of 30 Seconds Best Practices for Exceptional Support Thank you for joining! You will be connected to audio using your computer’s microphone and speakers (VoIP). A headset is recommended. We will begin at approximately 11am India ST
  2. 2. Introduction to Moderator Shivanu Shukla Industry Manager, Frost & Sullivan
  3. 3. #30Seconds
  4. 4. Welcome Webinar Attendees 1. Viewer Window 2. Control Panel Type your question here
  5. 5. Introduction to Speakers Rich Gallagher, President, Point of Contact Group Brenda Dentinger, Product Marketing, Citrix Online
  6. 6. What we will learn today Steps for coaching your team to manage the first 30 seconds of a support transaction Set customer expectations, establish trust and measure the effectiveness of the interaction Leverage remote-support technology to quickly diagnose and resolve technical issues
  7. 7. Introduction: A tale of two support calls
  8. 8. What happens in the first 30 seconds? Your agents create psychological triggers that govern the other person’s response They broadcast their own level of competence They build a level of trust that affects the life cycle of the entire transaction
  9. 9. Polling Question How do you think most people on your team would respond when a customer says “I’m at the end of my rope with this problem.”? 1. Uh-oh ... it’s going to be a long call. 2. I am good at turning situations like this around. 3. My job would be easier if people didn’t dramatise everything. 4. This person could be legitimately frustrated … or high-maintenance.
  10. 10. The first step: The inner game of customer support What people think before they speak determines how the first 30 seconds will go •Tone of voice •The words they choose •How they react
  11. 11. The science of our “vibes”: Common thinking traps Negative expectation: the presumption things will go wrong “Here comes another demanding customer” Stereotyping: assuming patterns in people “These kids/elderly/non-native speakers take up a lot of my time” Personalisation: it’s all about me “This person’s frustration is directed at me, not their computer problem”
  12. 12. Managing your “vibes” Unconditional positive regard: imagine one good thing about the customer “This person cares about doing a good job” Reframing: choose an alternate description for the situation Turn “she is wasting my time” to “she is detail-oriented and I can help” Reattribution: seek other causes for customer emotions “She may be shy, not passive-aggressive”
  13. 13. The second step: The first things you say Opening statements – particularly after your company’s scripted greeting – set the tone There is no one universal effective opening statement Effective openings are: Sincere Appropriate Benefit the customer
  14. 14. An example of an effective opening Step 1: “Welcome to XYZ company. May I have your name?” Step 2: “Hello (name), what can I do for you today?” Step 3: Paraphrase the customer response
  15. 15. Polling Question How do you think most people on your team would respond when a customer tells him/her that their software is not working? 1. “I am sorry to hear that.” 2. “I understand.” 3. “So your software stopped working on you. Let’s take a look at what happened.” 4. “Can you tell me more about what happened?”
  16. 16. The third step: Your initial response Many standard “support” responses create bad reactions Repeating customer issue word-for-word Asking questions before acknowledging customer Using catch phrases The best first response is a three-step process: Paraphrase customer statements Acknowledge the customer’s agenda Make an action statement
  17. 17. The three octane levels of acknowledgment Level 1: Observation “I can see this software problem is really frustrating you.” Level 2: Validation “No one likes to have their word processor freeze.” Level 3: Identification “I would be unhappy if my bill wasn’t correct either.”
  18. 18. Canning the catch phrase: Words to avoid in the first 30 seconds Avoid these phrases like the plague: “I’m sorry” – usually followed by “but” “I understand” – no you don’t “You’ll have to” – no one “has” to do anything Because of overuse, people process these phrases to mean “I don’t care” The sentiments are OK, just choose different words
  19. 19. The fourth step: The “Quiz Show” technique Wording things in the form of a question shows interest and gathers data Helps transaction become much less likely to become adversarial
  20. 20. The anatomy of a good question Good questions are targeted, relevant, benefit-driven, and respectful The best questions link to the customer’s own statements “Since you started getting that error message, has your system performance changed?” The worst questions are scripted, off-topic, and unexplained “I have a disk drive error.” “What version of the operating system are you using?”
  21. 21. Summary You can teach people how create a great service experience in 30 seconds or less Customers respond to: What you are thinking Opening statements First responses Good questions The right communications skills integrate with tools like GoToAssist
  22. 22. Augmenting Communication with Remote Support Technology 1. Connect Instantly to See Problems 2. Collaborate to Solve Complex Issues 3. Get Customer Feedback 4. Monitor & Analyse Performance 5. Define and Reach ROI
  23. 23. # 1: Connect Instantly to See Problem Initiate Session via Web or Phone
  24. 24. # 2: Collaborate to Solve Complex Problems 1st to Market END‐USER TIER 1 TIER 2 ESCALATED TIERS VISIBLE INVISIBLE OR MANAGER SILENT MONITORING
  25. 25. # 3: Get Customer Feedback Post-session surveys and online reporting provide immediate, measurable feedback on the end-user experience Jerry did an excellent job. What a life saver. Excerpt from Management Reporting
  26. 26. # 4: Monitor and Analyse Performance Reporting Real-time Monitoring Session Playback Administration
  27. 27. # 5: Define and Achieve ROI Goals Develop Clear and Measurable Goals FCR C-SAT ROI % % $
  28. 28. Win a copy of How to Tell Anyone Anything Question How many remote support sessions can a GoToAssist subscriber conduct per month? Answer Unlimited.
  29. 29. Questions & Answers
  30. 30. Get Started Today! Complimentary Trial 1 800 103 5551 +91 80 4179 6622 (Bangalore) or +91 22 6156 3607 (Mumbai) Look for a Link to the Recorded Session within 24 Hours
  31. 31. More Power of 30 Seconds related information: To learn more about today’s topic, visit Rich Gallagher’s communication skills training programs, visit To contact Rich: Email: Twitter: @gallagherPOC