Blog

8 Ways to Stay Sharp in Your Support Role

By February 27, 2019 No Comments
Four coworkers giving thumbs up Featured
Four coworkers giving thumbs up Featured

Today’s businesses expect a lot from their employees, especially those that represent the company in customer service or support roles. Customer support is arguably the most important department in a business because they interact with customers who struggle to use products and services or are disgruntled about their purchase. How a support team responds to the customers’ needs can make or break the customer experience. If your support role is like most today, the constant change in technology, product improvements and high customer expectations can be difficult to manage.

Sharp customer support teams are a crucial piece of establishing business longevity and trust, resulting in many benefits to the business, including:

+ Strong customer relationships
+ Higher first-call resolution
+ Increased revenue
+ A positive reputation

As a support representative, it is essential you continuously stay on top of the changes, look for ways to improve and deliver a response that creates a positive customer experience. Being open to continuous improvement will set you apart from other support representatives and open the door to more opportunities later on. Here are eight tips to help you stay sharp in your role.

1. Don’t skip education opportunities
As a support representative, it is essential you continuously stay on top of the changes, look for ways to improve and deliver a response that creates a positive customer experience. Being open to continuous improvement will set you apart from other support representatives and open the door to more opportunities later on. Here are eight tips to help you stay sharp in your role.

2. Test new products or services
Depending on the type of product or service you assist customers with, testing and using them firsthand can help immensely in delivering better service. Ask department managers for the opportunity to try a product at home or during the workday so you can better relate with customers when they call. Customers will feel more confident in your response and guidance if you share stories and first-hand knowledge of your experience during the conversation.

3. Create product files
Documentation helps ease stress and increase efficiency. If your company doesn’t already have a knowledge base or way to track conversations about each product, create a system. Product files should include descriptions, uses, frequently asked questions and answers taken directly from calls and conversations with customers. Having this documentation to assist during future calls often results in shorter wait time and happier customers.

4. Ask for help
While solving problems without guidance is a great customer service skill to have, there is no shame in admitting you need help occasionally. If you find yourself struggling with the same topic daily, ask team members or management for guidance and document it in the product file for future use. Trying to help customers with something outside of your knowledge base will only lead to extreme frustration for you and the customer.

5. Follow-up with the customer
Contact the customer via phone, email or chat, to ask how their experience has been since your last conversation. Even if the case is closed, a customer will feel more appreciated and valued if you follow-up with them.

6. Ask questions
Ask questions during your daily routine. On-the-job training is the best place to increase your knowledge. Connect with a colleague that has been with a company for a while and ask questions about the company, operations, changes and product struggles.

7. Utilize free self-development training
It is easy not to want to invest in work after the day is over. But self-development is a great way to strengthen communication, improve your outlook and polish conversation skills while building your confidence. Investing in 30 minutes of self-development daily not only improves your work skills, it also helps you build a career.

8. Know what is happening in the industry
Staying up to date on your company is just a portion of the knowledge you need. It is just as crucial to understand what is happening with your industry and competition. Google alerts is one way to gain access to the knowledge you want without having to research. You can also utilize hashtags on social media to see what trends are happening in the industry and learn about what your competitors are doing.