Some of the best practices in Customer Support Services –
Ensure that an issue is resolved within a pre-defined time by applying expertise in the product or service.
Ensure seamless hand-off between L1, L2, and L3 support
Apply people skills to navigate through an issue faced by an anxious customer.
Withhold any cross selling or up-selling during customer support; however, build trust through issue resolution and pave the way for interest creation in other products through positive conversations.
Build long term partnership with the customer through good customer service and go the extra mile through proactive assistance.
Reinforce KPIs, such as CSAT, NPS, and customer churn