When you take a user support call, there’s a specific order for how things should happen. I’ve created a video about the six steps for handling a tech support call, including a demonstration support call.
In my customer service workshops and speeches, I often talk about the importance of being authentic, of being real. Here’s a real-life story about Nick Sarillo, a Chicago-area pizza restauranteur who saved his business with a very humble and equally authentic email to his customers. http://www.chicagobusiness.com/article/20120315/BLOGS06/120319853/suburban-chicago-restaurateurs-unusual-plea-to-customers-pays-dividends Even if you’re not particularly interested in business, it’s a short read with a simple message about being authentic in our dealings with our fellow humans. It’s refreshing, especially considering that his bank and his PR team discouraged him from doing what, in his gut, he knew was the right thing to do.
Just posted a new video on the four traits of the customer service masters. Hope you like it!
It’s based on my book The Compassionate Geek: Mastering Customer Service for IT Professionals.