What makes great customer support?

SUPPORT, FEEDBACK, RESPONSIVE, PRODUCT, customer service, service, happy, respect, friendly
Blogs, Learning materials, Best Practice

Here at Market Dojo we pride ourselves on the support we give to each one of our customers. We value every customer we have and want them to feel important to us. We always look to help whatever their query. Over the past 12 months we have recruited our first full time Customer Support Specialist who is ready to help our customers whatever their need.

But how do we please our customers?

We work closely with our ideology and aim to be transparent, agile and have fun with all the support queries we have.

Here are some Customer Support tips from our very own Customer Support Specialist.

Be friendly – Even though our Customer Support is done via the internet it is always important to start with a smile and a warm greeting. We are fundamentally here to help, but we also want to know how you are and how your day is going.

Show respect – Within the Customer Support Role we can experience many different emotions some of which can be challenging but we aim to always be courteous and respectful. We never let our emotions get in the way of achieving happiness for our customers and hope they can walk away satisfied with the service they have received.

Listen – It seems so simple to say ‘listen’ however by listening to a customer to fully understand their needs straight away, it prevents the need to ask questions which they may have already told you the answer to.

Be Responsive – We find it important to be very responsive especially to customers who are contacting us via our live chat facility. Being non-responsive can come across as rude and not responding to their request. Unfortunately, with an online chat feature, the customer cannot see what you are doing to help them, so we aim to keep the customer updated with current progress.

Understanding The Product – Nothing is more frustrating than asking for help from someone who doesn’t understand the product themselves! So within Customer Support we learn our products inside out so we can help you whenever is needed. In some situations, the answer may not be known to us but we will always get the answer for you.

Say Thank You – Again this seems obvious but showing gratitude is memorable and can remind the customer why they are using your product. Regardless of the type of business you have, saying thank you after each conversation with a customer is a great way to start good customer relationships.

Take The Extra Step – Once we have helped you with your initial issue we always want to know if the customer has anything else we can help with, the customer may not have anything else however making this extra effort will not go unnoticed.

Ask For Feedback – On our chat facility, we give all our customers the option to give us feedback at the end of the conversation. Here at Market Dojo, we welcome ALL feedback whether it is positive or indeed negative, since if we don’t hear anything negative, how can we improve? Even if you have feedback about our products we appreciate hearing this feedback also.

Use Feedback You Receive – If we receive bad feedback we do all we can to improve this going forward. We take time to regularly review our feedback and identify areas for improvement and make specific changes if needed.

Market Dojo offers a wide range of capabilities that help procurement professionals get the most out of their sourcing activities with easy to use and intuitive solutions. You can get started on your office supplies tender straight away with our ‘Pay as you Go’ plans that start at as little as £500.

Designed by procurement specialists, our solutions aim to help you centralise your information and negotiate the best value for your goods and services. Whether you looking to run a simple eSourcing event or combine advanced weighted proposals with integrated procurement solutions we can help with our range of offerings and support.

March 19, 2019

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