Customer support

1. CONTINUAL
IMPROVEMENTS (METHODS)

2. CUSTOMER SUPPORT
 7 Qualities of Good Customer Support:-
1. Problem-Solving Skills. The number one skill you need to excel
in customer service is problem-solving. ...(Root cause
analysis/why-2 analysis/8D form etc.)
2. Clear Communication. ...(through mail, telephone
broadcasting message, etc.)
3. Friendly Attitude. ...(for transparency).
4. Empathy. ...(to feel the problem and issues faced by
customer).
5. Business Acumen. ...(combination of skill, knowledge and
ability).
6. Product/Service Knowledge. ...(Expertise in the subject).
7. Strong Time Management. …..(Time Quadrant).

3. PROBLEM SOLVING SKILLS
 Number one Skill need to develop is Strong
Problem solving Skills Like Root Cause Analysis
through various tools like fishbone diagram, 8D
and why-why analysis etc.
 Understanding and acceptance of the problem is
must.
 Every complaint must be treated as serious issue.
 Apply Kaizen and other improvement methods

4. COMMUNICATION
Transparent and clear communication is must.
1. Any delay in the delivery, short coming, quality issues
must be communicated immediately.
2. Clear Communication. ...(through mail, telephone
broadcasting message, etc.)
3. Who, how, when and to whom communication to be pass.
4. Mode of communication is clear both the parties.

5. FRIENDLY ATTITUDE
Friendly Attitude. ...(for transparency).
This is not a Hide and Seek game.
 Friendly behavior buildup the long lasting relationship.
 Keep the things transparent.
 Make some casual meetings, outdoor activities, invitation for
some training sessions etc.
 Awards and recognition for best customers will boost up the
relations.

6. EMPATHY
1. Empathy. ...(to feel the problem and issues faced by
customer).
2. Know the problem of the customer, how he is facing with
the products.
3. Get trials by yourself to know it better.
4. Communicate all the issues to top Management.
5. Protect Customer properties with highest priority.

7. BUSINESS ACUMEN & PRODUCT KNOWLEDGE
1. Develop Skills about product end use.
2. Knowledge of the products , Technical and Operational aspect.
3. Mail communication, Verbal communication skills.
4. Positive response for every situation.
5. Always Think for win-win situation.

8. TIME MANAGEMENT
Strong Time Management. …..(Time Quadrant).
Stick to time bound situation.
Never give timeline which is not attainable.
Think of SMART concept, Specific, Measurable, Attainable,
realistic and Time bound.

9. TIME MANAGEMENT