Customer service provides support for our customers whenever they have any issues or questions regarding our product.
When working with customers, it is important to maintain a professional demeanor at all times. Always greet customers politely and pleasantly, thanking them for reaching out to COS customer support and letting them know you'll be happy to assist. For example, "Thank you for calling COS support! My name is _________. How may I assist you today?"
Listen intently to the customer's concerns, questions, or issues, and respond empathetically. For instance, "Oh, you're unable to download your data? I'm so sorry, let me see if I can get that fixed for you." Be patient and explain things as many times as needed to ensure the customer fully understands.
Once the customer's issue or question has been resolved, always offer additional assistance. For example, "I'm glad I was able to help you resolve this issue. Is there anything else I can help you with today?"
When corresponding with customers, whether by chat, email, or phone, it's important to maintain proper grammar and diction. Proofread written communications, and avoid using slang or cursing when speaking. Speak clearly and concisely to ensure the customer can understand you.
Periodically, you may handle irate customers. In these situations, it's crucial to remain calm and composed. Try to understand the root of their anger and work to de-escalate the situation. If you're unable to mollify the customer or resolve their issue, escalate the ticket to a project manager.
Whenever you encounter a question that you can't answer or find in the knowledge base, make sure to note the question and the answer provided so it can be added to the knowledge base. The goal is to continuously expand the knowledge base to make customers as self-reliant as possible. When a customer asks a question that is already covered in the knowledge base, provide the answer and a link to the relevant article.