Great After-Sales Support is Your Best Salesperson…

At Mr Smith, we pride ourselves on the service we provide to our clients throughout the lifecycle of a sale, with a key focus on after-sales support. Our onboard clients are at the center of everything we do, and we understand the pressures they face when things go wrong. That's why we offer 24/7 support, 7 days a week, to help, advise, and resolve any issues clients may encounter. Providing excellent service is part of our DNA, and as a privately owned company, standing out from the crowd is crucial.

Qualities We Look For in Our Support Desk Team

1. Empathy

The first essential trait for a great customer service experience is empathy. When someone calls for technical support, they are likely under pressure or frustrated. It's important to support, and guide them to a resolution, building rapport and showing empathy along the way.

2. Active Listening

Active listening is a crucial yet often undervalued trait in customer service. It involves not just hearing the client but understanding and processing the information they provide, using verbal cues to demonstrate understanding and attention.

3. Patience

Patience is key when dealing with under pressure and frustrated clients. Our engineers guide clients through issue resolution steps calmly and patiently, ensuring they can easily understand and implement solutions.

4. Sincerity

Our team is always candid and sincere when dealing with clients. While we aim for quick resolutions, honesty about expected timelines and outcomes builds trust and reliability with clients.

5. Communication

We prioritise clear, simple communication without jargon or acronyms. Keeping clients informed, documenting resolutions, and updating our Shared Knowledge Base helps improve overall service quality.

6. Technical Skill

Our support team is highly skilled and can replicate and resolve client issues efficiently. Their technical expertise allows for a high first-fix rate, ensuring quick solutions for clients.

7. Follow-Up

Following up with clients after issue resolution is crucial for customer satisfaction. Our team provides direct access via multiple communication channels to check on client’s post-resolution and ensure everything is working as expected.

8. Creativity

Our service desk engineers are naturally creative problem-solvers. They can come up with innovative solutions to complex issues, ensuring clients receive effective and unique support.

9. Timeliness

Being fast and efficient is a top priority for our team. We strive to respond to client requests promptly, reducing response times and increasing overall satisfaction levels.

10. Flexibility

Our team can adapt to meet the diverse needs of different clients. They understand varying job functions and technology requirements, ensuring personalised support for each individual.

11. Manage Expectations

Setting and managing client expectations is a vital skill. Our team leads the conversations, establishes procedural expectations for issue resolution, and will always commit to clear timelines for problem resolution.

In conclusion, great after-sales support is not just a service but a sales tool. By providing exceptional support and prioritising customer satisfaction, companies can turn clients into loyal advocates and boost overall sales success. At Mr Smith, we are committed to delivering unparalleled after-sales support to ensure client satisfaction and loyalty.