This is part of the Lessons from the Classroom series. Read more articles in the series.
Photo from Flickr – Colleen
I’m sure you’ve heard of the Golden Rule sometime in your life. Taught in the earliest classrooms, everyone learns that you should treat others like you want to be treated.
When it comes to customer support, the same rule reigns. We can tweak it a bit to target more towards customers but here’s the gist of it.
“Treat your customers like you want to be treated when you’re a customer.”
As a customer, a few key points will make or break an interaction with customer support. If I have to contact the support team, I want
- Quick answers that don’t leave me waiting around.
- Clear answers so that I can understand them.
- Personality and friendliness instead of a robot reply.
So whenever I work with another customer on their support ticket, I make sure to give them the same treatment that I’d want. The reason why most support teams suck is because they don’t follow this rule.
Print it out, write it down, or even tattoo it to your arm. Do whatever you have to do to remember this simple rule. When you call into support, you’d want the other support agent to have done the same thing.
What other “rules” would you have for support teams?
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