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  • How To Achieve Customer Support Excellence in the Middle East

    By CrysTelCall On Customer Experience Comments January 21, 2014

    How To Achieve Customer Support Excellence in the Middle East

    “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” Peter Drucker, management consultant


    With the competition across all industries rising, organizations should always strive to differentiate themselves from the rest of the pack by going the extra mile to provide the customer with what they need. And the best place to start is to provide the ultimate customer experience. 


    Customers everywhere expect a certain level of service, when that expectation is exceeded then you’re on your way to creating a loyal customer, maybe loyal enough to do some of your marketing for you! 


    But excellent customer support is not an easy feat, it’s the result of hard work and dedication from all members of the team. No matter how hard the top management and executives try to take control of the customer support initiatives and introduce new processes and procedures to improve service, at the end of the day the employees facing the customers are the ones who ultimately have all the control, therefore top management have to realize this fact and have to give those employees all the support, freedom and responsibility to act in order to please the customer by any means necessary.


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    Similarly, customer service employees have the responsibility of being the face of the company to the customer. Any mistake can seriously damage the company’s reputation, which will end badly for all parties involved. This is where the dedication comes in, programs should be introduced to ensure that all employees are committed to providing an excellent experience.


    The great news for companies in the Middle East is that the customer support bar has not been set too high (unfortunately) and there is still great room for improvement, which is good news as this provides companies with the opportunity to differentiate themselves from their competition.


    You can read our top 10 tips for customer support in the middle east or our advice on how to respond to users on social media to provide the ultimate experience, and finally how to deal with those angry customers, about how we recommend dealing with customers in the middle east, but our advice for this post is to keep it simple and take it one step at a time. 


    Put your self in the shoes of the customer and consider how you’d want to be treated, what is it that you’d like to achieve by contacting the company and most importantly how would you like to end that conversation.


    What ideas do you have? Let us know in the comments below. Need some consulting on customer experience get in touch.