I recently experienced a busy mobile professional’s worst nightmare—starting up my laptop to be confronted by the “blue screen of death!” My inconsistent and time-consuming (although ultimately successful) experience with Dell support made me think about the importance of ensuring that all your customer support personnel—whether first-line triage or experienced technicians—are provided with the right support to do their jobs:
1. Consistent training on how to interact with customers and on your organization’s policies and processes
2. Tools to capture customers’ context and pass it to a colleague, when necessary
3. Access to a knowledgebase of the latest fixes and workarounds
4. Incentive structures that reward actually solving a customer’s problem!
In my case, the fifth in a series of customer support representatives was finally able to solve my problem—and it was a simple and quick solution. My persistence in expecting a better result and, therefore, moving from agent to agent paid off. But it was really just a matter of luck. That shouldn’t be the case! Read about my experience and how you should empower your support team to provide a consistent and successful customer experience every time.
Providing Consistent Customer Support
A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell’s Support Processes
By Ronni T. Marshak, EVP and Senior Consultant, May 12, 2011