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July 16, 2012
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Actions Speak Louder Than Customer Support Words

It’s often been said that actions speak louder than words. Saying “I love you” a thousand times a day, for instance, doesn’t mean squat if all you do is beat up your wife.

The same can be said about Customer Support facilities. Your electronics depot can have a billion telephone reps on standby to answer customer calls. But you must be prepared to act on things such as complaints.

Take the case of Mr. Jones who recently called up, complaining that the brand-new air conditioning unit in his new condo didn’t “cool him down”. The customer care call center rep on the other end of the line promised to send a team to check out the unit. After several calls, however, Mr. Jones’ head got even hotter as no action was taken.

You can avoid this by listening intently to customers. Once you’ve heard the problem, take steps to fix it—deploy a team to repair or replace busted units. Or, suggest options that would appease your customers’ woes. And most importantly, act on them ASAP.

Show your customers you care—act accordingly and in good time.

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