7 Key Principles of Support Service Operation
Posted: Wed Jan 22, 2025 5:32 am
Every support service must adhere to a number of principles when communicating with clients, which help to build truly effective communication:
The customer is always right
Any support manager knows that a consumer can swear, shout, and get personal. An operator cannot do anything about it. Whatever the client's question and behavior, the specialist is obliged to calmly listen to the problem and politely give the user the necessary recommendations aimed at solving it.
Reply within 24 hours
The time elapsed from the moment the client makes a request until a response is sent to him must not exceed 24 hours.
Principles of support service operation
Distribution of requests by priority
This is not to say that some applications should be analyzed and others ignored. All requests are considered, but there are always some that require a priority response.
Notification to the client about the transfer of the request for consideration and the deadline for sending a response
Regardless of how the consumer notifies the support service, they should be notified that the request has been accepted for processing and that a specialist is already working on it. This will make it clear that the issue has not gone to waste, but has reached the addressee and is already being resolved.
Notification of the results of consideration of the application
Any user message must be answered with a comprehensive response.
A friendly end to a dialogue
The client should be thanked for overseas chinese in worldwide data their request, asked whether there are any unresolved issues, and informed that if any difficulties arise, they can always contact the support service.
Saving contact information to the database
This will make interaction with clients much easier, including if some of them come back again after some time.
The validity of the listed rules is unlikely to cause any doubts, but practice shows that in reality they are not always observed.
Download a free selection of tools for calculating KPIs and increasing marketing metrics
Alexander Kuleshov
Alexander Kuleshov
General Director of Sales Generator LLC
Read more posts on my personal blog:
Over the past 7 years, we have conducted over 23,000 comprehensive website audits and I have learned that all of us as leaders need clear and working algorithms for our marketing and sales.
Today we will share with you 6 of the most valuable documents that we have developed for our clients.
Download for free and implement today:
Step-by-step guide to creating marketing KPIs
Template for calculating KPIs for a marketer
9 Examples of Universal Selling Commercial Proposals
Upgrade your CPs to close more deals
How to make KPI for the sales department so that profits grow by 20% or more?
Step-by-step template for calculating KPIs for OP managers
Checklist of 12 main indicators for website promotion
Find out what metrics are needed to properly optimize your website
40 Services for Working with Blog Content
We have collected the best services for working with content
How to define your target audience without mistakes?
A proven guide to defining a company's target audience
Download the coll
The customer is always right
Any support manager knows that a consumer can swear, shout, and get personal. An operator cannot do anything about it. Whatever the client's question and behavior, the specialist is obliged to calmly listen to the problem and politely give the user the necessary recommendations aimed at solving it.
Reply within 24 hours
The time elapsed from the moment the client makes a request until a response is sent to him must not exceed 24 hours.
Principles of support service operation
Distribution of requests by priority
This is not to say that some applications should be analyzed and others ignored. All requests are considered, but there are always some that require a priority response.
Notification to the client about the transfer of the request for consideration and the deadline for sending a response
Regardless of how the consumer notifies the support service, they should be notified that the request has been accepted for processing and that a specialist is already working on it. This will make it clear that the issue has not gone to waste, but has reached the addressee and is already being resolved.
Notification of the results of consideration of the application
Any user message must be answered with a comprehensive response.
A friendly end to a dialogue
The client should be thanked for overseas chinese in worldwide data their request, asked whether there are any unresolved issues, and informed that if any difficulties arise, they can always contact the support service.
Saving contact information to the database
This will make interaction with clients much easier, including if some of them come back again after some time.
The validity of the listed rules is unlikely to cause any doubts, but practice shows that in reality they are not always observed.
Download a free selection of tools for calculating KPIs and increasing marketing metrics
Alexander Kuleshov
Alexander Kuleshov
General Director of Sales Generator LLC
Read more posts on my personal blog:
Over the past 7 years, we have conducted over 23,000 comprehensive website audits and I have learned that all of us as leaders need clear and working algorithms for our marketing and sales.
Today we will share with you 6 of the most valuable documents that we have developed for our clients.
Download for free and implement today:
Step-by-step guide to creating marketing KPIs
Template for calculating KPIs for a marketer
9 Examples of Universal Selling Commercial Proposals
Upgrade your CPs to close more deals
How to make KPI for the sales department so that profits grow by 20% or more?
Step-by-step template for calculating KPIs for OP managers
Checklist of 12 main indicators for website promotion
Find out what metrics are needed to properly optimize your website
40 Services for Working with Blog Content
We have collected the best services for working with content
How to define your target audience without mistakes?
A proven guide to defining a company's target audience
Download the coll