Company Category:  Customer Experience

Company Subcategory:  Support

System Name:  Support Training Manual

Result:

Create an exceptional Customer Experience for each of our Customers we have the opportunity to serve.

Responsible Position: 

Position Title:  Support Agent

Coach Title:  Customer Support Manager

I. MAKE THE CUSTOMER HAPPY!

There are no spare customers.

II. CREATE WIN/WINs. (Don't Lose Money for the Company!)

Compensate at an equal value +1% to the issue. (i.e. If someone's shipment is late, offer them a Discount Code or a Gift Card on their next purchase. Don't refund their order.)

III. ALWAYS AS IF THEY WANT "FRIES" WITH THAT.

An accessory they may need or a different product that could go with their current gear.

IV. ALWAYS OFFER TO SET UP THEIR ORDER FOR THEM

Make ordering easy for the customer.

V. ALWAYS VERIFY WITH EMAIL AND/OR FIRST AND LAST NAME.

Know who you're chatting with. Published responses will have no errors in grammar or factual information.