Customer support is an important pillar of modern businesses. Alongside providing excellent products or services, thriving businesses also have to keep their customers satisfied with top-notch customer support.
Customer service agents receive dozens or even hundreds of calls from customers every day. Not only do they have to resolve their customers’ issues, but they also have to streamline the entire process.
That said, here are 10 things that customers expect support agents to do when they call.
1. They want you to understand their needs
First and foremost — customers want (and need) you to understand the problem they’re facing or the concern they have. You won’t be able to help them until you’re well aware of the kind of problem they are going through.
Industry experience comes into play while handling customers’ needs. The more knowledge you have about the industry and the problems that customers often face, the better your assistance will be for each customer.
2. They expect multiple options
Depending on the kind of concern a customer might have, they expect to receive multiple options from you to solve their issue. No customer would be happy just to hear, “We will look into the issue and get back to you soon”.
You need to show them that you have multiple options at your disposal to solve their problems for them.
3. They expect you to respond quickly
No customer would like to stay on the phone while you’re away for several minutes trying to figure out what’s wrong. They expect to hear back from you soon enough so they don’t feel you’re of no help.
You have to be fast with your services, plus you need to keep the customer updated about what you’re doing so they don’t feel lost.
4. They crave a personalized experience
Customers don’t want to hear the same, usual jargon every time they get in touch with you for different reasons. You have to provide them a service that’s special to them for every call.
5. They need you to solve their problems
As obvious as it may sound, no customer wants to hang up the call without getting their problems sorted out. You have to do everything in your power to ensure the customer gets what they called you for.
6. They wish you’d listen to them
Trust me, customers love support agents that listen to them carefully. You don’t have to interrupt them mid-sentence demonstrating you know everything.
Pay attention to their queries. Listen carefully. Provide feedback on what they’re saying.
7. They’d like you to be proactive
They need you to respond in such a way that you’re willing to help them solve a problem, rather than just moving on. They want you to take immediate action to eagerly solve their issues.
8. They love to be surprised
Many customers don’t expect their problems to be fixed immediately without any hurdle. But if you can surprise them with an immediate fix, that’d make them super-happy and immensely satisfied.
9. They prefer saving time over money
Customers don’t want their time wasted on long phone call sessions with you. Never suggest ways to save money by providing lousy solutions to their problems. Instead, try to fix their issues yourself as fast as possible.
10. They want consistent answers
Customers don’t expect a great response to one query, and a mediocre response to another one. They want you to be consistent with your support and provide effective support for all their problems.
Takeaways
If a business wants to thrive in today’s competitive markets, it has to provide excellent customer support to build a solid customer base.
The above-mentioned points provide a brief insight into what customers expect customer support agents to do.
