7 DEADLY SINS of customer support | Freshworks Academy
When a customer writes in with a problem, you want to do everything in your power to make sure that their problem is resolved. And you think you’ve gone above and beyond the call of duty to do the job – you replied on time, your emails were grammatically correct and you mentioned (multiple times) that you were delighted to help them out. Yet, the customer seems to like you lesser and lesser with every interaction – they’re not as happy to hear from you, they’re tweeting behind your back and they’ve gone so far as to request another support rep!
Read the related blog post: http://bit.ly/deadly-sins-support
What could be the problem? You’re up to something that’s driving your customers away yet you have no idea what. Was it something you said or did? Or is it one of these tiny support sins with big consequences that we talk about in this video?
Groveling when you make a mistake
Making the customer switch channels
Pointing out customer's mistake
Not communicating
Using words like “but…” or “however…” immediately after “Thanks” or “Sorry”
Resorting to a template every single time
Rolling out the sales pitch
Check out this course in the Freshworks Academy and participate in the discussion with the customer service community: https://www.freshworks.com/academy
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