Improving the Customer Experience Through Outstanding Support


Will your firm lose 20% of its annual revenue over the next two years? According to Oracle, 93% of CX professionals feel that not improving the customer experience will have disastrous consequences. 97% of those polled believe that CX determines the brand’s overall success.

Improving the customer experience is something towards which every brand should strive. If you don’t, rest assured that your competitors will.

With that in mind, we’ll approach this from a slightly different angle in this article. Instead of focusing on the client’s experience leading up to the sale, we’ll focus on the service they receive from service specialists.

We’ll look at ways to improve your customer support so that your clients experience impeccable service.

Step 1: Active Listening is a Top Priority

It’s human nature to want to appear to be the smartest person in the room. When we’re having a conversation, this could lead us to focus on what we’ll say next. The downside is that we miss out on what the client says.

Your support officials must learn to focus entirely on the speaker. By doing so, they can better understand the client’s query and its context. It’s not ideal to interrupt the speaker unless you need clarification on a specific point.

Once the client has explained the issue, summarize it, and read it back to them. This ensures that everyone agrees on the issue at hand.

Step 2: Practice Empathy

Empathy is a survival skill for customer service representatives. It helps them see things from the client’s point of view. They can understand why the client is so angry or frustrated, which makes a difference to the customer.

They’ll feel better understood and may be more willing to work through the issue. Empathy is one of the best tools to de-escalate a tense conversation and bring about a mutually acceptable solution.

Step 3: Stay Positive

Having a positive attitude here goes beyond being optimistic. Here, it’s a case of using positive language to remove the stress from the situation. You might, for example, say, “Press the orange button” instead of saying, “Never push the red button.”

To take the concept further, use language that makes the client feel better about themselves. For example, never say, “That’s so easy to fix” because it may imply the customer should’ve been able to fix it themselves. Instead, say something like, “Great question, let me find the answer for you.”

Step 4: Never Make Assumptions

Practicing active listening and never making assumptions gives you the best chance of determining what the client needs. You might assume that you know the answer, and you may be partly correct. When the solution you present doesn’t quite fulfill the customer’s expectations, they’ll become frustrated.

Step 5: Train Your Consultants to be Product Specialists

Consumers expect support to have all the answers. Provide your consultants with thorough training in your products. Ideally, they should use at least one or two of them themselves. Back up this training with an extensive knowledge base that both clients and consultants can search to find answers.

Step 6: Review Processes from a Customer-Centric Viewpoint

Many business processes are in place to protect the company and improve efficiency. The end goal is to provide the best possible service or product, but we must be careful that these measures make sense to the client.

Reviewing procedures and weeding out outdated processes will streamline operations and improve service delivery.

Final Notes

The customer contact center is the superhero in this story. They provide your clients with the support they need to get the full use out of your product. Ensure that your team is fully equipped for the task by acting on the tips that we’ve laid out here.

For companies looking for a shortcut to service stardom, outsourcing to a contact center firm provides a workable solution.