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One Thing You Need to Know about Customer Communication
One of the simplest tumblers to unlock customer satisfaction, and with it retention, is regular communication.
I learned this lesson in 2003. The job market for coders wasn’t great after the dotcom bubble burst, and truth be told, I wasn’t very good at interviews back then. I usually got passed over. But I had just gotten into a relationship and needed to start earning, so I took a job in tech support at Dell.
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The rest of my time there isn’t all that important, except for one thing I picked up during the two or three months of training. The trainers drilled into us a simple rule: never keep the customer guessing.
If you were retrieving customer info, looking up a support article, researching a problem, or even just getting a cup of coffee (some calls really were that long), you had to tell the customer what was happening.
It sounded something like this:
- “Please hold on Mr. X, the system’s slow, but I’ll pull up your records.”
- “Just waiting for the records to pop up… reading through your history now.”
- “I’m searching the database for this issue… give me a minute while I read the support article.”
