Free preview · Lesson 1
Customer Support Fundamentals
What good support looks like
Customers judge you on three things: how quickly you respond, whether the problem is solved, and how they felt during the conversation.
The LEAP approach for every call or chat
- Listen – let the customer finish; take notes; don't interrupt.
- Empathise – acknowledge the feeling: "I understand how frustrating a delayed delivery is."
- Ask – clarify with questions: order number, what happened, what they expect.
- Propose – give a clear solution or next step with a time: "I will update you by 4 pm today."
Key metrics
- FCR (First Contact Resolution) – solved in the first interaction.
- AHT (Average Handling Time) – average length of a call or chat.
- CSAT – satisfaction rating after the interaction.
- NPS (Net Promoter Score) – "How likely are you to recommend us?" on a 0–10 scale.
- SLA – the agreed time to respond or resolve.
When you don't know the answer
Never guess. Say: "Let me check this with our technical team and call you back by 3 pm." Then keep the promise – or call before the deadline with an update.
Language and tone
- Use the customer's name and simple language; avoid jargon.
- Switch to the customer's preferred language (Malayalam, Hindi, Tamil) if you can, or arrange a warm transfer to a colleague who can.
- Positive phrasing: say "What I can do is…" instead of "I can't…".
Closing the interaction
Summarise what was done, confirm the issue is resolved, ask "Is there anything else I can help with?" and record the details in the ticket or CRM.