Today, we’re diving into customer support.
“But Waleed, I already provide great customer service at my store. Why are we discussing customer support?”
I hear you, but customer service and customer support aren’t the same thing.
Customer service is focused on ensuring that customers have a positive experience with a company.
In our world of laundry, this might look like:
- Someone calls the store and asks what time you close.
- Someone asks the attendant if you sell Tide and rings up the sale.
Customer support, on the other hand, is typically focused on helping customers solve problems or issues they are experiencing.
In our world of laundry, this might look like:
A client calls and states they are having issues placing an order for pickup and delivery. The attendant identifies the issue, corrects it for them, and provides them with the information to avoid this issue in the future. The attendant makes note of the interaction in your store’s support software (more on that in later issues) and sets a reminder to follow up with them in the future.
As you can see, customer support is more involved and develops a deeper connection with our clients.
Here are two great examples from The Laundry Station, focusing on customer service and support and it leading to 5 star reviews on Google:
A great example of customer service
A great example of customer support
