-
Posts
-
As support folks we know this to be true, but what are the best arguments if, heaven forbid, we’re ever in a situation where we have to justify our existence to higher-ups?
Because we actually KNOW the customers; We’ve heard their stories and we empathize with them. We fight for them when issues arise and push to get their feedback noticed and prioritized. We’re building relationships with them which allows for customer loyalty. An automated analytic/stat system will have data, but will essentially miss the little things. For example, if you know where your customer is from geographically you can speak their language or use terms that may be easier for them to understand. The more familiar you sound to the customer, and the more human, the better.
<span style=”font-size: 14px; line-height: 1.5em;”>You also don’t have to be perfect. Some may use automated systems so that everything is done perfectly the same way. I think it’s okay to be real with the customers, The fact that a user/customer knows there is an actual human being on the other side is refreshing, and it keeps them coming back to get answers, rather than giving up and saying that your product is not worth it (the time to research or the headache to find an answer). </span>I think that as support personnel, if we do our job well, we are a big part of what makes our product worth it.
Sounds cheesy, but true. And when all else fails, use specific examples of how you helped customers and how the outcome advanced the company.
You must be logged in to reply to this topic.