7 Disappearing Customer Support Practices
Before metrics and best practices processes, customer service was about the little things.
While most companies haven’t entirely abandoned these practices, many have sidelined them in favor of more quantifiable measures. The resulting customer service experience is sometimes devoid of the little things; the fundamental building blocks that make customer service what it is today.
Joe Rawlinson of Return Customer takes a look at some of these disappearing skills in a recent post. Here’s a sampling of what he was able to identify:
- Fewer companies are interested in putting forth the effort to make lifelong customers. Sure, they all want a customer for life, but few of them provide an experience that is deserving of such consideration from customers.
- Another fundamental one for people dealing with in-person customer support is smiling. And even if you’re handling customer issues over the phone, it doesn’t hurt.
Individually, these skills may not amount to much. But they can be the secret ingredients in any exceptional customer support soup. For more disappearing (but valuable) customer support practices, read the full article by Rawlinson.