Providing outstanding customer service

Use their name
Make a compliment
Engage in lite conversation
Treat them like an individual - not all the same
Show your personality
Give them more than they expect
Make sure customer perspective is adjusted (educate only slightly)

Build rapport

• warm greeting,
• personalised service
• sincere thanks
• make the first move
• use customers names
• tell customers your name
• find something in common
• focus on one customer at a time
• followup (is all well?)
• be yourself

Voice tone (not bored or clinical)
Have a good body position while typing
Smile (can be heard over phone or felt in writing)
Face monitor like the person
Eliminate distractions

Use proper lively greetings (eg. Hey John, thank you for your email) - [user customer's first name]
Get straight to the point in first paragraph

How is everything else working?...care about their answer
Remember - you can only serve one customer at a time
Have a support ticket structure (eg. positivity sandwich)

• Positive first sentence - positive last sentence

Ask clarifying questions if required
Paraphrase to confirm understanding
Do not judge!
Make sure you sort and answer all questions (if multiple and only one is sorted...advise on progress for the other one)

Use correct mechanics - group ideas properly in paragraphs

Offer to serve or help out in a proactive manner (go the extra mile - make someone's day Have a mindset that will help you spot opportunities

Make a compliment if it's a true one [eg. Your website looks great btw :)]

Taking ownership
It is your job and you do have time - don’t rush answers

Reply if the main answer takes longer get sorted [eg. That's a good question, let me find out for you. ]

Find the source if the user has incorrect information [eg. How did you arrive to that conclusion. Did anybody advise you in this direction?]

Response time is VERY important!

Think of the image customers make in their heads - you are painting with words. After writing a reply think of the image that reply creates in the user’s mind.

With angry customers

• Let the customer vent
• Acknowledge customers emotions before solving the problem(tell them you understand his frustration)
• Avoid confrontational phrase(things like calm down)
• Let customer know you're there to help(let's see how we can sort this out)
• Refocus on finding a solution
• Provide assurance that all will be well

Managing customer expectations

• Explain their membership level and any things he should be aware of (if a domain name expires soon..etc)
• Explain processes (how DBL support works, how domains work...etc..on what can you give advice)
• Give customers a timeframe
• Responsiveness (I'll get back to you by this time tomorrow)
• Don't delay telling the customer the truth

Customer expects service:

• Fast (keep them engaged)
• Friendly (make it personal - give freebies)
• Knowledgeable (educate your customers)

Customer needs are both rational and emotional. Address emotional needs before rational needs.