Whether working with clients or members, individuals or organizations, there will always be the need to offer support. It could be answering a quick question or walking someone through an issue. Being able to provide excellent support will earn their appreciation and their trust. But what makes up excellent support? Three things that come to mind are knowledge, the ability to listen and a little bit of patience.
Knowledge: Know what you’re working with backwards and forwards. It could be membership for an association, the specifics of a product or service, the ins-and-outs of a website; familiarizing yourself will allow you to quickly answer those questions. Much of this will come from experience and helping others, so it’s important to learn from your past clients or members as well.
Listening: Sometimes you hear a familiar question and are already thinking of how you are going to respond. But if you make an effort to listen, you can pick up on issues they may not even recognize they have, or may be the root of everything else. Some of the best support you can offer is finding those hidden problems and providing your products or services as an answer. Being a problem finder is just as impressive as being a problem solver.
Patience: We’ve all encountered situations where we’ve tried everything and the issue still isn’t fixed. So we may be a bit flustered when we do ask for help. That’s a very common and understandable response, and in those situations what works best is offering the support that we would want in turn. Be personable, get to know who you’re working with and really listen to what they have to say.
Resolving an issue will build confidence in your company or organization, and being friendly and approachable will only further garner their support. It could be a prospect that you just won over, or a lead that you just converted. It could even be a member willing to pass your information along to others in need of similar support. Great support can garner that member or client advocacy, and further grow your association.