John Ibruegger

For me, it was always important to stay calm and listen to the customer so that he gets the feeling that his concern is essential to me. ...unfortunately, I have also experienced that some customers go into the personal, here must then clearly draw a line. However, it took me a while to learn how to deal with such situations... A colleague has written a blog article on the subject; perhaps...

The functions of the customer support providers are very similar. Here you have to choose according to your taste and budget. I find two things necessary: 1.) The application must be user-friendly 2.) Interfaces are essential to speed up the work process. Often I need additional information for support to answer qualified.

It depends on how your customers contact you; for example, is it by phone or email. If they email you, I recommend a ticket system where you and your team can share access. Here you can work through the questions in a structured way. I find it essential to have a knowledge database to find the solution quickly and easily. You can also put this on the web so that your customers can inform...