Being a customer, when calling a support hotline or opening an online support ticket, all you want is to get your issue resolved. But when you’re on the other side and outsourcing customer support, you’ll want to have a bit more understanding of your customer’s reasoning in order to achieve the best CSAT.
If you ask yourself not what is the customers’ problem, but why they chose the product they have in first place, why they get issues and how you can tune your tone and words to suit their answers of this “why”, you’ll be far better suited for support than just looking for solutions to a problem in set KPI. Customers sense if you’re following a script or pro-actively helping them. Read the article below to learn more.
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