Client care And Technical Support
Agents Listen to Customers for Different Purposes
As examined previously, a technical support agent is focused
on settling your issue as fast as could as possible. Great technical support means tuning in to fix. Technical support reps tune in to symptoms, try to
recreate the issue and rapidly provide a solution for the issue.
Client care reps, tune in with compassion. They put
themselves in the "shoes" of the client and try to understand what
the client is trying to achieve. They aren't tuning in to fix they are rather
tuning in to suggest. This could be suggesting another product, or other
methodology.
Agents Have a
Different Perspective on the Product
While examining the difference in context I like to utilize
what I call the "word processing model." When you contact technical
support about a mistake in your word processor, they can generally help you
settle that error dialog put away that pops. They can also help you sort out
the thing plugin isn't working and remove it. In any case, when you state,
"I'm writing a paper in APA format and I need to know how to make the first
page header not the same as next pages," technical support will likely
miss the mark.
This is the place where customer service steps in and can
offer distinctive worth. Client service implies understanding what the client
is experiencing and assisting with finding a solution. Proceeding with our past
example, a good customer service rep would know what APA format implies. They
will also understand that if somebody is asking questions about how to write a
paper they are likely on a tight deadline. If they don't have the foggiest idea
about the appropriate response immediately, they know how to get clients in
contact with the right resources.
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