On How to Deal With Different Types of Support Customerssubmitted on 16 April 2019
Some customers are fantastic - they've done everything they possibly could before calling you, so they are well prepared, and they are very attentive to what you have to say; usually a solution is only a few moments away. Job done. However, some customers are less prepared. You already know the type of customer I'm talking about here. You're under time pressure to get through as many calls as possible, but at the same time, you must thoroughly support each call to the best of your ability and training. Sure, you can escalate calls, but that's a last resort. Escalated calls take up extra resources. What to do when the customer isn't even being clear as to what the problem is?
Start from scratch. Help them get their bearings. Quite often the problem has a very simple solution, but they have failed to read the FAQs. In such cases, quite often a quick email to the person can suffice (assuming they've called in with some identification so the system knows their email address). Assume nothing. Even though two people can call with an identical problem, sometimes you have to deal with each individual differently. Some hate email, some prefer email over support calls. You can always ask them how best they would like to be supported. Sometimes these apparent "simple solution" calls have a more complex issue buried underneath. Be open to that possibility. Ensure that any question you ask is not an open-ended one. Try to keep the questions to "yes" or "no" type answers. That way you can get to the type of problem much faster. If the caller says something like "I get an error" ask them to quote the error code. This can identify the problem concisely and a solution can be delivered usually in seconds. If the caller fails to answer questions, or the conversation is going around in circles, consider delivering the solution by email. Quite often technical problems are actually best solved via email anyway as they contain links to patches, FAQs, step-by-step guides etc. Do NOT let frustration get the better of you, as the caller is likely already frustrated and always remember, your call is almost certainly being recorded - be careful what you say! If all else fails, then escalation may be the best next step.
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