How do you handle technical support referrals?

1 Why referrals are important

Referrals are not only a way of solving complex or specialized issues, but also a way of building trust and rapport with customers. When you refer a customer to someone else, you are showing that you care about their needs, that you respect their time, and that you are confident in the expertise of your colleagues or partners. Referrals can also help you avoid wasting your own resources and energy on tasks that are outside your scope or skill set. However, referrals can also backfire if they are done poorly, as they can create confusion, frustration, or dissatisfaction for the customer.

2 How to prepare for referrals

Before referring a customer to another source of support, it's essential to prepare. This involves determining the purpose and goal of the referral, researching the best option for the referral, and communicating with the other party. Ask yourself why you need to refer the customer, who is the most qualified and available person or team to handle their issue, and how can they reach them. Additionally, if possible, contact the person or team you are referring the customer to and provide them with a brief summary of the customer's issue, steps taken, and expected outcome. Finally, ask if they have any questions or concerns and confirm their availability and contact details.

3 How to communicate referrals

Once you have prepared for the referral, you need to communicate it to the customer in a clear and courteous way. Explain the reason and benefit of the referral, emphasizing the positive aspects such as the expertise or availability of the other party. Provide the customer with details and instructions, including the name, role, and contact information of the person or team you are referring them to. Ask if they have any questions or concerns about the referral, and address them accordingly. Confirm and follow up on the referral by thanking them for their patience and cooperation, then assuring them that you will check on the status and outcome of the referral.

4 How to avoid common pitfalls of referrals

Referrals can go wrong for various reasons, such as miscommunication, misunderstanding, or mismatching. To avoid these common pitfalls, you should not make assumptions or promises that you or the other party cannot guarantee. Additionally, do not pass the buck or blame others for the customer's issue. Furthermore, do not leave the customer in the dark or in the loop by referring them to multiple sources of support and transferring them from one person to another. Instead, keep the customer informed and involved throughout the referral process and provide them with a single point of contact and accountability.

5 How to improve your referral skills

Referrals are an essential part of technical support, and you can improve your referral skills by learning from feedback and experiences, seeking training and guidance, and sharing best practices and insights. Ask for feedback from customers, colleagues, and managers on how you handle referrals, and use it to improve your performance and satisfaction. Look for opportunities to learn more about the products, services, and processes that you support, as well as the ones that you refer customers to. Share your best practices and insights with your peers, team, and network. By doing so, you can handle technical support referrals with confidence and competence, enhancing your customer service and teamwork skills.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?