Some companies are having a very difficult time to offer a serious level of customer support, not only externally but also internally. Some of them are small companies with few resources and others are very big but with wrongly managed or focused.
I´ve been working on IT user and customer support for more than 15 years and I´ve seen and experience a lot of things that are just wrong, here I compiled a list of some of them. Feel free to add your own experiences on the comments below:
1) Answer the phone: If your company offers a phone, make sure somebody is available on the other side when a person calls. If your infrastructure is tiny, you can offer the caller to leave a message and make sure you return his call.
2) Don’t hide form your customers: One of the worst things you can do is avoid your customers and don’t allow them to find your contact information easily. It’s understandable that some companies offer a FAQ through procedure before being able to place an email for support, but make it very simple, don’t hide. You have a customer needing your help on the other side! (more…)