Support Center Strategy

Determine where emotional reactions are most likely to occur, then continuously monitor to ensure the delivery of a positive experience.

A Call Center can recognize opportunities for up-sell or cross-selling.

yes, no, unknown = 3 outcomes

product choices = 1,2,3,12,13,23,123 = 7 outcomes

timeframe = 1 month, 1 year, 2+ years, unknown = 4 outcomes

2x7x4 = 56 outcomes and 57th outcome being no

Then improve this by applying metrics from customer preference studies.

Support Center actions

consistent, single-point-of-contact to keep customers informed, recommends new products and provides more than support, like advice.

does Not mitigate company errors

does Not reduce the number of staff required in a company

manage customer to SLA

screen caller by saying, do you need anything else before transferring

document, escalate, close

resolve customer inquiries

recognize selling, up-sell, cross-sell 

convey willingness to help

be available under all circumstances

be receptive to problems

ensure all customers are aware that solutions are available

take ownership, taking personal guarantees to fix or check on things

Each positive interaction is an investment in the future