Checkpoint 1: Customer Service Model
For the user support employee, a customer service model begins and ends with communication. Communications not only involves speech or writing, but listening or reading well also. Communications is a two-way exercise, which involves both parties and their need to reach a satisfactory resolution. The various forms of communications between a user support employee and a customer determines the experience of a customer with user support as well as, adding or detracting to the opinion the customer has of the company. The first of these communications is the tone and style of the support employee. Each support employee should strive to create his or her own personal style of communication. This style should include everything from a greeting to a strategy for resolving customer complaints (Beisse, 2010). The technician should use clear, succinct speech or writing to convey the necessary information to resolve the customer’s issue (Beisse, 2010). A technician’s style should include the ability to categorize a customer to meet that customer’s needs and expectations. Support technicians should be able to restate a customer’s problem in the technician’s own words to show empathy and understanding of the customer problem. This is how the relationship of an ‘extremely satisfied’ customer is started and created. This should be the goal of all employees in a company with any type of communications (Beisse, 2010).
Beisse, F. (2010). A guide to user support for help desk and support specialists (4th ed.). Boston, MA: Cengage Learning.