Procedures and Documentation – Don’t be caught without them!

As a consumer, we are constantly being “assisted”.  Depending on the policies and procedures in place, this assistance can either be the reason for return purchases, or it can result in a social tidal wave of negative feedback. Personally, I recently encountered frustration overload when I tried to correct an issue.  In my quest for … Continue reading Procedures and Documentation – Don’t be caught without them!

How and When to say “I’m sorry”

How - Sincerely and Without Reservation When - Always! In customer service a sincere apology can go a long way. Is the customer service person to blame personally?  Almost always not, but an apology does not need to be an admission of fault nor is it about you personally.  It is an expression of good will … Continue reading How and When to say “I’m sorry”

What is the most important quality in a Customer Support Representative?

I have my own opinions, obviously, but I did some research to see how they compare.  What I found was best summarized by this information from http://www.serviceuntitled.com:   Attitude:   Look for people who genuinely mean it when they say “It’s my pleasure” Aptitude:  Knowledge is key; a great attitude alone can’t fix the problem.  Give … Continue reading What is the most important quality in a Customer Support Representative?