There will be times when customers will be upset. The MinuteFix Certified Technician community is highly trained, and from our conversations we are delighted to see the enthusiasm and professionalism coming from the community, I know we all have a love for technology and helping people, a requirement for providing great fixes for everything we can possibly fix. There will be times when customers will be frustrated by the technology problems they are facing, making them less productive.

As you know, great Customer Service is almost as (if not more) important than technology knowledge. MinuteFix will change the tech support market by not only providing on-demand support for any problem but also by bringing together the best, sincerest and happiest people together to provide its service. We must talk to our customers like they are our best friends, and keep in mind that they are coming to us when there is a problem, not when times are splendid. Being kind and understanding will make us big.
All MinuteFix Certified Technicians are provided with the MinuteFix Session Manual which talks extensively about providing great customer service. There, you will learn that there are ways to talk to a customer to help them feel better.

I was reminded of the importance of customer service only a few days ago. I recently flew to Europe with Air France. When I arrived I found that my suitcase had been broken in transit rendering it unusable. AirFrance was prompt to offer to pay for the damage but that wasn’t what stuck with me. I’m not writing this blog post to talk about an exchange of cash, but rather to talk about something more important: my feelings and how AirFrance cared about them. And it was as easy as a few words.

Let me show you what I mean. I received this letter in the mail yesterday from Marjorie Bucknor, Customer Relations Representative at AirFrance (I have highlighted any direct references to feelings):

Notice how Marjorie uses empathy to help ease the pain:

“I know this must have been extremely frustrating and disappointing for you.”

In the second paragraph, she uses empathy again:

“”…we realize how distressing such occurrences can be.”

In the last paragraph, she admits that they have broken our trust and their promise of providing me with a great travel experience, and she makes it clear that they are aware of it:

“”We value your business and look forward to future opportunities to server you and win back your confidence.”

Remember that delivering great customer service is about communicating well. It’s about treating the customer like you would a great friend, for being able to say “I’m sorry” even though you didn’t cause the problem. MinuteFix is building the next greatest tech support community and it will be treating our customers well, and it will be through words how we will make a difference.

We are here to help you deliver the world’s best customer service. We want to hear from you and are always available to talk. We’re very serious about customer service, and because of that, we are always available. By email, by chat and by phone.