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(A guide to exceptional after sales service)
No matter how good your product/service is, nothing happens exactly the way it’s supposed to. Customers will judge your company for service failures, large and small, from bugs in your software to responses not answered within five minutes. But you can seize these opportunities.
Here are 7 best practices for after sales customer support –
HANDLE ISSUES AS THEY ARISE
Stop procrastinating! There are several petty issues that arise when your product/service reaches the customers. You understand that those issues are beyond your control and they can arise at any point of time, with anyone. Learn to deal with the issues as and when they arise instead of delaying them. This will help you build a better rapport with your customers. Moreover, addressing those issues will give you experience as you can keep in mind and avoid those problems with your future clients.
TIP #1: STOP PROCRASTINATING!
BE TRUTHFUL & TRANSPARENT
Honesty is the best policy. Whenever you come across criticism, firstly accept it gracefully and be apologetic. Try to explain your customers reason for the problem and while doing so, be truthful, don’t make fake promises that you get the issue resolved if you can’t do it. For example – If your product is collar microphone and customers tell you that they tend to lose the clip which attaches the mic to the collar, tell them truthfully that only one clip is included with the mic and you can’t provide them spares as your company does not manufacture it. Tell them that you will try to arrange for it, but, don’t promise that you will and then break your promise.
TIP #2: HONESTY IS THE BEST POLICY
Sympathize with your customers. Actually, a better word would be Empathize. Step into your customer’s shoes and try to think from the customer’s perspective. Accordingly provide solutions at the earliest. This will help your branding by ‘Word of Mouth’.
TIP #3: SYMPATHIZE…THEN EMPHATHIZE
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SHARE HELPFUL RESOURCES
If you are dealing with any product, always provide a clear troubleshooting list or any FAQs that will help the customer to resolve the petty issues himself. You can share those FAQs by providing a separate column on your webpage or you can send them regular e-mails and keep them updated with the changes in your product/service. Remember, your customers will always give a first try themselves to resolve the issue rather than calling you straight away.
TIP #4: FAQ(S) ARE IMPORTANT
TURN SETBACKS INTO SOLUTIONS
Ever came across a major feedback for you product/service? Well, if you have, you will probably know that it takes a lot of time to build the level of trust with that particular customer. For the future, turn that setback into a solution and make sure that the same mistake does not happen again.
TIP #5: LEARN FROM EXPERIENCE
C’mon, we are humans after all! We were made to make mistakes and learn from them. Even if your customer is giving you nightmares by being too loud for any loophole in the service you provided him, keep calm, be patient and apologize. Even if it’s not your company’s mistake, still, be apologetic and resolve the issue ASAP. In case you can’t resolve it, apologize and refer to point #2.
TIP #6: BE APOLOGETIC
Learn from real practitioners not just trainers.
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