The technical support customer support industry is one of the most powerful sectors, which contributes a lot to the economies of many. Total estimated spending of the customer service industry stands at around $US350 billion. Even the technical customer service outsourcing market has seen a steady growth over the last 5 years, and accounts for $US75 billion annually.

Though these numbers portray a rosy picture for the technical customer service industry, there are some challenges that the top management has to face on a daily basis. Considering the fact that technical customer service is one of the world’s toughest work environments, this is not surprising. Handling irate customers and ensuring highest levels of customer satisfaction are just some of the challenges faced by top management.

Your Customer is Angry

No matter what type of customer service you are handling, you will eventually come across angry customers. Some may be upset because they’re confused. Some are upset because of a mistake that you or your company might have made, regardless of whether it’s truly a mistake, or just a mistake in the customer’s eyes. Or some are simply having a bad day and you happen to be at the wrong receiving end of that bad day. Getting defensive, or worse, trying to match the customer’s emotion, will only escalate the situation. Since you’re in customer service, try the H.E.A.R.D. technique:

  • Hear – Just listen and let the customer tell the entire story without interruption.
  • Empathize – Convey that you deeply understand how the customer feels.
  • Apologize – Even if it’s not your fault, be apologetic for the way the customer feels.
  • Resolve – Resolve the issue quickly.
  • Diagnose – Get to the bottom of why the issue occurred.

Addressing the Knowledge and Skill Gap

Recruiting, training, motivating, and retaining talent can all present problems to achieving the vision of a fully resourced tech support customer service help desk team with all the right hard and soft skills. There is also the concern of training graduates (whether from college or senior high school) from courses not in any way connected to customer service. In connection with this issue is that the tech support customer service industry suffers from a high attrition rate. Every time a trained customer service agent leaves a company, there are few people at hand to ensure the smooth execution of work. This forces the company to hire more people to balance out the attrition, which results into excess cost of recruiting, hiring, training, and developing new staff.

Optimizing Support Processes

This is the challenge of ensuring the right balance between customer preference, effectiveness, and efficiency. But this will depend on the company’s handling of its products and marketing.

Enhancing Self-service

The is the challenge of empowering end-users to resolve their own problems. This reduces demand on the tech support customer service team but also gives a growing number of end-users what they want by instructing them how to do it. A potential win-win scenario.


This entry was posted by Staff Writer on Wednesday, July 19, 2017 at 6:17:14 AM and is filed under Mixellaneous.

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