Principles of Customer Service 10 Fundamentals of Customer Service The greater the number of handoffs from one product team to the next, the more difficult to maintain ownership of the problem, sustain urgency, and assure the issue is being worked properly. If a step adds no value, find another way. Success must be measured in the customers terms. If we measure in days and the customer measures in hours, we fail. Set expectations, if a problem is difficult and will take days then say so and communicate why. Show appropriate empathy. Escalation 1: Escalate effectively throughout the organization. Escalation is a tool to build customer confidence and should be employed. Escalation 2: Never sacrifice responsiveness to escalate. Stay focused and alert the team when it makes sense. Move the problem into the hands of the problem solver as quickly as possible. Communicate and inform. When you mute the phone you are doing neither. Allow the customer to be part of the team. There are critical service moments that define a great organization. Learn to recognize them and seize the opportunity.

Principles of Customer Service Everything starts with Trust: a) Set realistic expectations While taking into account what the Customer wants, who they like to work with, what their general idea of the best approach is, we must always insure we provide them with what they need, and what we’re best able to provide effectively. b) Communicate effectively c) Show empathy and demonstrate it The keys to successful support are: a) Ownership (of the Customer and the problem) b) Urgency (we must always stay as close to the Customer’s view as business practices allow) c) The greater the number of handoffs from one product group to another, the less likely Customer problem ownership will be maintained, the less likely the urgency will be kept, the less likely the Customer will view our support as successful. Successful support has key phases, each one intricate to resolution: a) Problem identification, recording, definition b) Data gathering, problem reproduction, problem solver recognition (who will fix this) c) Debugging, problem resolution, solution delivery d) Follow-up / root cause analysis We must set the Customer’s expectations at each phase of support: a) If problem identification / reproduction is difficult and will take days, we must say so b) Provide accurate risk assessments c) Internal escalation is critical, but don’t cry wolf d) Don’t be afraid to deliver bad news, but do it with tact e) Don’t be afraid to set milestones f) Educate the Customer on our products and services

Principles of Customer Service Thoughts About Structure and Operation Anyone who answers the phone to provide support must have adequate training or immediate access to someone who does. Customer support must have immediate access to anyone required to support the customer regardless of management level or function. The problem fixed for the small customer helps the Tier 1 as well. Unless directed otherwise, treat each service request per the applicable standard or SLA. It’s just as important to document what you’ve tried which didn’t solve the problem. Progress should be reported as it’s made. Each step eliminated brings you a step closer to the answer. Priority one is service restoral as efficiently as possible. Gather data as you can but keep the end user in mind. Problem rediscovery aggravates everyone. Therefore insure what you’ve solved gets documented and implemented for all customers. Don’t aggravate the customer over internal processes. If it makes sense do it and let the process be damned. Focus externally not internally. Is this action best for the customers ? Will it improve their experience or perception ? Will it improve your ability to provide customer care ? If no…….probably not a good idea. If you’re irritable take a break or hand off the call. Acknowledge your emotion and deal with it.