Technology is always changing – and always improving. Once customer support was only offered by calling a 1-800 number and talking to someone on a phone. But these days, it can be carried out in a variety of methods, including text messages and webchats. Your customers are always changing and so is the technology they use, so make sure you’re keeping up with both!
This is a general field that involves assisting customers in a range of issues, such as purchasing, troubleshooting, installation and even disposal of products or services. It is designed to focus on the customer and how they can benefit from your product or service, so it’s important to do your part in the delivery.
Support vs. Service
Customer support and service are often mistaken for the same thing. While they are very similar, support and service do have some variations. Customer service generally refers to a type of service the customer received before, during, or after a sale. This can include assisting someone while they choose a product/service, being the cashier as customers pay for the service/product, and even packaging the items they have purchased. It’s the service of the industry. It goes beyond just the sale of the item; it focuses more on the customer’s selection, use and satisfaction of the product. Support aspects often include help with product selection, installation, and handling any problems that may arise. The term service is focused more on the actual task, such as taking a returned item. But customer support is designed to ask why you want to return the item; ask if there is a problem to be fixed, and then accept the return if nothing else can be done.
With our “Non-Telephone Customer Support” course, you will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
- Define customer support
- Know the different venues
- Recognize the challenges
- Learn different applications
- Know proper forms of documentation
- Learning to be proactive