what I learned

I was thinking recently of some of the things I learned the last ten years as a Customer Service and Technical Support Director. Their are so many lessons learned that I can think of. You know the one item that you just can't replace is experience. I can't tell you how many times that in order to make a business or support decision I had to simply go with my gut. Their were situations when I could NOT extract the numbers from the CRM or other data to back up a hypothesis. I would confer with fellow colleagues for input when it was an option and then research industry standards. When some or none of these options were available it was really reaching back to my past experience and going with my gut or instincts. I would often have a running joke with one of my managers that my Spidey senses are tingling. I couldn't get the information I wanted from the numbers, but I just had this feeling in my gut that something was not right. It would usually happen before a big problem occurred.

As I stated my experience has taught me so much over the last ten years. Here are the three principles I will always carry with me.

1. Empathize - Empathy is one of the most critical skills a customer service, technical support, call center agent can have. Empathy is very different then sympathy. To empathize with another is to put yourself in the individuals shoes. An example is I understand Mr. Doe this problem is causing you not to be able to finish your project.
2. Knowledge - The next item is the product or technical knowledge you posses. You are not going to add value to the customer unless you can help them. The customer is looking for quick answers and if the knowledge is lacking it will only cause more frustration. The last thing a customer wants to hear is that you have to pass them to another rep because you don't know the answer to a question
3. Professionalism - To me professionalism is taking ownership of the customers problem. Communicating to the customer they are in good hands with you and you will resolve the problem. This makes the customer feel you are their advocate and you are fighting for the customers needs. Some people may call this account management. I prefer to label this as great professional service. No one calls a call center to let them know everything is great with the products they are using. If they are to call it is a good feeling to know the other person on the end of the telephone, IM, email will be able to assist them with the problem or issue of the day.