What does a Customer need when they contact support?
1. Customer Expectation: I want my issue resolved quickly!
Customer Support Agent Situation: Agent struggle to ask effective probing questions, struggle in providing clear & correct explanation which increases customer efforts
In order to fix this, the Customer Support Agent should sharpen 2 important skill sets.
- Develop Discourse Skill: Give clear & logical explanations or instructions that the customer can easily understand, so that customer doesn’t rephrase and ask for the same information from the Agent again. This reduces customer effort.
- Solution Strategy Skills: Asking effective probing questions when needed with the ability to tailor the customer's need and solve his/her issue to meet the expectation. Also providing enough follow-up information and to set the expectation for the next steps.
2. Customer Expectation: I want an interaction personalized to me!
Customer Support Agent Situation: Agent who is handling interactions in a transactional way always leaves a customer unsatisfied and unlikely to recommend the company to others.
In order to fix this, the Customer Support Agent should sharpen "Interactive skills"
- Interactive Skills: This skill is called managing customer emotions and build rapport. Customer Support Agent must use correct words to tailor the communication in such a way that customer expectations can be met. (Example: While resolving the customer issues on Chat or Call Customer might talk about how is the “Day or Weather” in return the Customer Support Agent must also, interact with Customer so that he feels great and this could lead to a healthy conversation and perfect engagement to build two-way communication.
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