Comments on: What to do when your customers don’t trust customer support

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Wed, 02 Sep 2009 08:38:16 +0000

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By: Steve Sanderson

Steve Sanderson — Tue, 07 Jul 2009 17:24:56 +0000

Customer support is many things. Our company supports several different products. The most successful way to do support is to be truthful. If you know a server is going to be down and hour tell the customer it will be down an hour.
What do you feel will make a client more upset?
Telling them the server will be right back up when it wont or telling them it will be an hour?

You should apologize on the front end and tell the truth, not fudge the answer and hope they don’t call back.

With bad support techniques word of mouth and forum postings can kill your business. It’s been my experience that people will pay a little more for good support.

By: Steven Lowell

Steven Lowell — Mon, 29 Jun 2009 21:37:52 +0000

This is a great read. The odd thing is that I believe everyone has a problem admitting they do not know something.

The difference between kids and adults is that adults are not afraid to ask questions, and be emotional about it, too.

By: John Ragsdale

John Ragsdale — Mon, 29 Jun 2009 21:02:10 +0000

Hi all;
I have some relevant data from a survey of over a thousand consumers we did a while back. When asked, “When it comes to product support, I would prefer to learn from other users than the product’s manufacturer/service provider,” the younger the demographic, the more they agreed with the statement. In fact, 55% of under 18 respondents agreed.

I hear from SSPA members frequently that their tech support reps pretend to be customers when helping forum or twitter users, as customers prefer peer support to corporate support. Maybe that’s the case, but lying about your identify is a horrible thing to do to customers. Sooner or later you will get caught, and all credibility goes out the window.

–John