Setting realistic goals with customers in technical support is essential for delivering quality service and building trust. However, it can be challenging to balance customer expectations, technical constraints, and business objectives. In this article, you will learn some practical tips on how to set realistic goals with customers in technical support, such as:
The first step to setting realistic goals is to define the scope of the problem and the solution. You need to understand what the customer wants, what the technical issue is, and what the possible options are. You also need to clarify what is out of scope, such as features that are not supported, requests that are beyond your authority, or issues that are not related to your product or service. By defining the scope, you can avoid misunderstandings, scope creep, and unrealistic expectations.
Some ways I try to differentiate myself from others in this profession, while still maintaining the utmost respect and dignity for my organization, is by focusing my speech on the type of customer at the other end. It doesn’t help that person to be shown solutions using jargon only professionals in the field would begin to understand - so using this tool as a form of bonding instead of “dumbing the issue down” makes it much easier to connect with people.
One thing that is the utmost important to remember is that you might be the expert but the customer knows what the problem they are having is. So listen to the customer, record what they are saying as verbatim as possible, and use that information to troubleshoot/solution. As far as scope goes, if it doesn’t feel comfortable or right it’s more than likely out of scope, also your department should have some scope defined. Use those two things to help you outline your scope. You don’t have to communicate it to the customer unless you need to to avoid misunderstanding or miscommunication. So as long as you know where you are willing to go, you should be fine.
The second step to setting realistic goals is to communicate clearly with the customer. You need to explain the scope, the process, and the timeline of the solution in simple and concise terms. You also need to use positive and empathetic language, acknowledge the customer's feelings and frustrations, and show that you care about their satisfaction. By communicating clearly, you can establish rapport, credibility, and confidence with the customer.
If you do need to communicate a scope simply say something like: “Unfortunately, this is no longer within the scope in which I can work, …” The follow-up to that sentence is a solution/ path forward the customer can take. As well as a path forward you both can take that is within scope.
The third step to setting realistic goals is to manage expectations throughout the technical support process. You need to set and confirm realistic deadlines, milestones, and deliverables with the customer. You also need to update the customer regularly on the progress, challenges, and changes of the solution. If there are any delays, errors, or deviations from the original plan, you need to inform the customer as soon as possible and provide a reasonable explanation and alternative. By managing expectations, you can avoid disappointment, dissatisfaction, and complaints.
1. Always engage support experts if you are dealing with scope of a product/application or something technical before you start scoping and selling to customers to avoid problems in the downstream. 2. Listen to your support experts, they are not telling you something because they want to hear themselves speak, or want to feel right, they know what they have to fix daily and how to avoid having to fix those things. 3. Make sure you include support in customer interactions, sometimes things pop up that they can speak to better then you can. 4. Under promise - Over deliver, set realistic expectations for timelines or don’t set them at all. Don’t rush anything that’s how mistakes are made.
The fourth step to setting realistic goals is to seek feedback from the customer. You need to ask the customer for their input, opinions, and preferences on the solution. You also need to listen to their feedback, questions, and concerns, and address them promptly and professionally. You also need to verify that the solution meets the customer's needs, expectations, and goals, and that they are happy with the outcome. By seeking feedback, you can ensure quality, accuracy, and satisfaction.
This is where what I previously touched on, comes in handy, and that is following through your conversation with the customer based on the preestablished report you’ve created since the beginning of your conversation. Talking to people on a level of just two human beings having an explanatory conversation instead of one person, who finds themselves to be intelligently superior and needs to explain the answer in such a way that doesn’t connect with the customer.
The fifth step to setting realistic goals is to learn and improve from the technical support experience. You need to evaluate the results, the process, and the feedback of the solution. You also need to identify the strengths, weaknesses, opportunities, and threats of your technical support skills, methods, and tools. You also need to implement the lessons learned, the best practices, and the improvement suggestions for future technical support cases. By learning and improving, you can enhance your performance, efficiency, and professionalism.
Setting realistic goals with customers in technical support is not only beneficial for the customer, but also for you and your organization. It can help you deliver quality service, build trust, and increase customer loyalty. It can also help you improve your technical support skills, methods, and tools, and achieve your personal and professional goals.
Active listening skills help here along with note taking skills, some of the things you’ll learn from listening to the customer and experts will help you speak to it later.