[-_-] Excellent Customer Support in 3 Steps

​BASU.COM has an obsession with our customers and providing them with only the best. So how do we approach Customer Support? With excellence, of course, and with 100% satisfaction as the goal in mind. If you’re interested in some measurable steps we follow to reach this goal, keep reading!

1. Customer support that is available 24/7, 365 days of the year. While we may not always be able to resolve an issue right away 100% of the time, we are available to listen to whatever our customers may be experiencing so that they can be assured of how important their experiences are to us in addition to addressing their issue right away. And it’s important to us that our customers can always reach us whenever they need to, whether it’s through a phone call, over an email, or on a live chat. This policy communicates to the team as well as our customers that we care about customer support at all times.
2. Just listen. This may seem like a no-brainer, but it is imperative to listen. Customers can tell you everything you need to know, but also, it demonstrates compassion and empathy to let the customer finish expressing his/her situation, thoughts, and feelings. To interrupt a customer indicates a lack of care for what he or she is experiencing. Thus, it is always beneficial to listen to everything the customer has to say, because it not only provides the most information, but it also makes the customer feel heard and valued.
3. Be flexible. Company policies and rules all exist for a reason, especially in a business. But it pays off in the long run to accommodate to your customers’ needs and requests. While a business needs to remain profitable to be successful, it’s definitely great to advocate for the customer and work around certain policies and rules when possible. Work with your manager and supervisor, who hopefully have the same philosophy and goal: it’s about the customer.

So there you have it: three simple steps to providing excellent customer support from the team that always works towards 100% customer satisfaction. While these steps are simple, they’re extremely important and play a crucial part in any business, company, and organization. Assure your customers that they can reach you at their earliest convenience, that you’ll listen, and that you care enough to do something. Even if you can’t always fix the problem 100%, it always helps to check off these three things so that their whole experience is positive and not completely contingent upon the outcome of something that may have been out of your control to begin with.