Customer ServiceTelerik’s way

Doroteya Agayna

Technical Support DirectorTelerik

Georgi Tunev

Senior Support Engineer, Support Lead

What is “Customer Service”?

What is Customer Service (CS)?

“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who

decides whether a business is going to succeed or fail.

Literally everything we do, every concept perceived, every technology developed and

associate employed, is directed with this one objective clearly in mind – pleasing the customer.”

Sam M. Walton, CEO Wal-Mart3

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The Statistics

The statistics are pretty clear: Customer service – both good and

bad – impacts revenue Fast customer service matters Customer service experience have a

long lasting impact Customer service stories are spread

widely – especially bad ones

So How Do You Fit in This?

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Technical Support Engineer’s Basic Duties

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Tickets Customer resources

Community ones – Forum, Code Library, KB, Documentation

Support Ticketing System Support Tickets

Bug Reports

Feature Request

Forum Posts

Code Library / KB Articles

Others (General Feedback, Customer Care, etc.)

Solving Cases

Basic Support Tickets Types

A support issue, accompanied by Detailed information

Working sample project

This is the ideal case

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Basic Support Tickets Types

Specific inquiry about certain functionality not shown on our demos or

not shown in the documentation

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Basic Support Tickets Types

Question / Problem not directly related to company’s products

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Basic Support Tickets Types

Support issue with multiple questions on several controls

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Asking for additional details

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When Only the customer knows the

answer.

Thorough research will take a lot of time and the team members cannot help you.

Why You want the customer to succeed

in their task.

You want to identify possible issues in your product.

Asking for additional details

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How and What (1/2) Have a hypothesis

My best guess is that [whatever you suspect]. To troubleshoot the problem, could you check [whatever

needs checking]?

Have a goalIf the value is [whatever the default is], could you set it to [the correct value] and run the same piece of code for a test?

Asking for additional details

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How and What (2/2) Use the vocabulary of the customer

C: I am implementing an N-tier application and I need to expose the database to the presentation tier. How can I do it with Data Access?S: According to the requirements on your side, what would be the type of the service tier: [list the options]?HINT: If you are going to use a substituation for a term, this is a hypothesis.

Keep the questions relevant to the problem:Bad practice: When you configured the project, did you execute this tutorial?Good practice: Could you check if the following code is present in the text representation of the [whatever the name].csproj file?

Asking for additional details

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Where At the end of your message.

At the logical end of the section dedicated to an issue.

Reply’s Structure

Use the following reply structure (1/2): Empathise!!!

Introduction State your thesis.

Indicate how the problem will be resolved.

Name any resources/tools/options/approaches that participate in the resolution.

List any aspects that the customer has to consider.

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Reply’s Structure

Use the following reply structure (2/3): Body:

Ensure that each part of the introduction is described on a new paragraph.

Ensure that the text in your message is enough for the customer to implement your suggestion.

Use phrases that logically relate the following text with the previous one.

Provide hyperlinks to resources.

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Reply’s Structure

Use the following reply structure (3/3): Conclusion:

Summarize the body, and/or

Ask for feedback.

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DOs and DON’Ts Always use a spellchecker Don’t let communication run late Admit a problem Involve the customer in the problem solving process.

Follow-up. Give the customer a “way back” Be extra careful when you communicate with an angry customer 20

Be careful with Phrasing

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BAD Polite alternative You’re right – this is bad. I understand your frustration

The reason for the problem is in (some other team’s control) and you should contact them for further details.

I am transferring your ticket to the corresponding team and will introduce them to your case – please expect reply from them shortly.

Yes, this is a problem in our controls.

Indeed, I verified that the issue exists in the current version of the controls

We will see what we will do about this issue.

We will make sure to address the issue in near future (try to be more polite about issues that we do not know when we will fix)

At the end…or is there an end? }:-)

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Customer Service

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