Most people think customer service and tech support are virtually the same role, well it might seem so at first glance, and with how customer centric the customer care industry has become we might see those two roles merged in the near future.
There are differences, most notably in the type of training and offered services
Soft skills are relevant in both roles, especially active listening, problem-solving, and the ability to de-escalate issues.
Never let your agents approach new roles untrained
If you’re facing staffing issues or your customer care centre is facing high communication volumes and you’re forced to ask your customer service teams to handle tech support issues, make sure that they receive proper training.
Not everyone is tech-savvy
Equip your teams with proper ‘tools of the trade’, they need them in order to help customers with their tech problems.
OpsTalent has prepared a list of five crucial tips that will turn your customer service experts into amped-up tech-geeks.
The greeting phase is crucial, as it dictates the conversation’s flow. Your team needs to understand that this initials phase has to be short as well as professional.
Agents should start with providing their first name in order to make the call more personal, then they should immediately establish that the customer has reached tech support. The greeting itself shouldn’t be overly lengthy – short and to-the-point. Lastly, coach your team to sound friendly and happy to help, this might seem as a no-brainer for most managers in the customer care industry but it’s worth to mention.
Ask what issue is the ‘user’ experiencing. In the active listening phase tech support agents need to carefully listen to the description of the problem while noting down vital information, such as software version used, model of the hardware in question, operating system, and any other technical aspects what will aid in successfully diagnosing and fixing the problem.
After the issue has been explained the agent should paraphrase the problem back. This reassures the customer that we value his input, furthermore by describing the problem back at the customer we confirm that the correct issue is noted.
Apologise, empathise, reassure
The customer needs to be reassured that his issue will be handled properly. Be sure to apologise only when it’s your company’s product or service at fault.
Next, comes empathy, use phrases such as “I know it’s frustrating for you, I’m sorry that the issue at hand is taking time out of your day, but we will resolve it ASAP.”
Lastly, reassure the customer that you’re going to personally oversee his case.
The 4th step is where the magic happens. Look up the symptoms and take steps to solve the problem.
If more research is necessary then ensure that the customer is periodically reminded that “we’re still on the case” – there’s nothing worse than leaving the customer guessing as it creates more stress in an already volatile situation.
The last step is the most crucial one, ensure that the problem was resolved.
Consultants need to ask a question along the lines of “Did we fix the problem you were experiencing?” Is there anything else I can do for you?”.
The agent needs to confirm that the issue was indeed resolved, which is why asking the final question is important. It also enables the customer to confirm he or she feels satisfied with the solution and has no further enquiries.
Training, coaching and proper guidance will provide your customer service agents with enough ‘know-how’ and confidence to handle tech support.
Proper ‘Tools of the trade’ are essential for your employees to provide exceptional customer care services.