Telephone tech support is one of the most challenging and underrated occupations out there. Doing it well means more than just being good with the technical stuff, you also have to be an outstanding customer service provider. Here are 5 'must haves' for tech support customer service:
1. Patience
You are dealing with people who are unlikely to have your knowledge or skill. (If they did, they probably wouldn't be calling). Be very patient. The moment you begin thinking that your customer is an idiot is the moment you should whack yourself upside the head with a hard object.
2. Sending the message you are there for themWhen someone calls and says they have a problem, don't begin with "Can I have your account number please?" The first words out of your mouth should be an expression of your desire to make their life a little better, eg: "Well, let's figure out how to make things work" (then you can ask about their account number)
3. Outstanding active listening skills
Most of us assume we have adequate listening skills. And most of us do when it comes to everyday life. In a telephone interaction, however, good isn't good enough. The only way you can prevent irritating your customer more than they already are is by having an absolutely perfect understanding of the issue, and the reason they are frustrated by it.
4. Spectacular verbal communication skillsMost people take their communication skills for granted, and don't realize how exceptional they have to be for this job. Your choice of words, the way you organize your thoughts, the speed at which you speak, etc - all contribute to a successful interaction.
5. Strong voice tone skills
The old saying 'It's not what you say, but how you say it' is true. You need to sound upbeat, interested, positive and confident at all times. If the customer perceives you as being bored or disengaged, it is a recipe for disaster - no matter how well you resolve the issue.
Shaun is recognized as one of the leading global experts on customer service, service recovery and building positive workplaces. He has appeared internationally on television and radio, and quoted in The New York Times, The London Times, CNN, Forbes Magazine and Reader's Digest.
If you are looking to create world-class customer experiences through customer service training or consulting, contact his company at info@beldingskills.com.
For world-class customer service training, visit http://www.beldingskills.com
Article Source: http://EzineArticles.com/?expert=Shaun_Belding
