Why do users complain about the quality of our support?

#10

Why do users complain about the quality of our support?

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Possible answers (7)

, , , . The problem is in the personal qualities of our support staff. When communicating with users, they make mistakes due to incompetence, ego problems, or both. At the same time, likely, they are not able to assess their actions objectively.

, , , . Low qualification of our employees leads to tactless communication with users. Often, such problems can be solved by providing clear instructions for communicating/working with users.

. The problem is not in quality, but in the modern working methods that we use. Perhaps they are not suitable for our audience due to their age, ideology, beliefs, or other values.

. The user extrapolates conclusions from communication with one of our employees to the entire department as a whole. If we are confident in our high quality, it is necessary to find the one who contacted the user and analyze these contacts.

. The user remembers something that never happened. If so - we can not do anything (and we don't need to), as we don't have much choice here. However, if the user is lying, we can show him the system's data and explain that he was mistaken.

The better we complete our communication with the user, the faster he will "recover" and will respond to our communication in the product (, ).

The basis of instructions for working with users for our support specialists should be , , , , , .

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