Anticipate And Exceed Customer Expectations to Enhance Customer’s Experience

 

Ensure to provide excellent end user support through addressing tickets, emails or inquire in a timely manner and to the requester’s satisfaction

 

i.                        Be responsive and available to address tickets per the defined issue

1.       The most important rule in providing excellent customer service is to be friendly.

2.       Respond in a timely manner.

3.       Listen to your customers.

4.       Guide the product or service to the customer.

5.       Say thank you.

6.       Ask for feedback.

7.       Use the feedback you receive.

 

 

ii.                      Ensure proper follow-up is done with the requester that the issue is resolved; never assume

 

We need to help when customers encounter problems or defects with products and programs. They answer telephone inquiries, respond to emails and perform in-person support sessions. End user support specialists need a combination of technical and interpersonal attributes.

 

iii.                     Ensure if a ticket is passed off to another team / resource that there is a clear hand-off and exchange of responsibility

 

1.       Identify the problem. Some tech problems will be easier to solve than others.

2.       Understand the customer's grasp of technology.

3.       Remember the impact.

4.       Avoid jargon.

5.       Have ample self-service options available.

6.       Be motivational.

7.       Make it easy to follow up with us.