Try Being your Own Customer
Periodically we need to stop and place ourselves in our customers shoes and experience what we ask them to experience.
Over the past year I have been working on a project that has required me to contact Support for over a dozen companies – platform service providers, software vendors and hardware companies, etc.
In general, my support experiences have been very positive.
My preference is to contact companies electronically, but every so often I pick up the phone and call (yes, you can still get support by phone).
A recent support interaction by phone prompted me to write an article titled HAVE YOUR TRIED TO CALL YOUR COMPANY FOR SUPPORT?
In fairness to the company (whose name I will not mention) the support they provided once I connected was very good, but
the hurdles I had to go through to get to a live person were unpleasant.
Whether you are the CEO, Chief Customer Officer, Senior Service or Sales Executive, a Support Manager or the person on the other end of the Support line – try being your customer.
Do it more than once.
See if the experience your company provides is the one that you would like to receive.
Make the time – it is worth it.
There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply that the contact center has reached some specified FCR rate, only that it has reach a point where it is no longer economical to invest any more time or effort into mitigating inhibitors to increase the FCR rate. This article introduces a method for determining your optimal FCR performance levels.
Social media has captured the attention of businesses of every kind, as well as individual lines of business. Where else can a company quickly locate current and prospective customers expressing their needs, interests, and opinions? It’s no longer a matter of preference whether you leverage social media. It’s time to embrace it, even if it is just to monitor what your customers are saying. But where to start?
Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Consider the following 10 practices in your pursuit of technical support excellence.