After you have built the product and sales process, you need to get ready for customer support calls. In every customer support call, you have the following objectives:
- Identify the customer
- Understand the customer’s current problem (why are they calling)
- Understand the customer’s needs and overall context (why are they using your product)
- Solve the customer’s problem
- Find out if the customer needs anything else
- Ask the customer if they would recommend the product to someone else, and why (why they would and why they wouldn’t)
Write the intro script to thank the customer for calling and to ask about their problem, needs, and overall context. NOTE: Don’t just ask and then forget this information. Write down their needs and overall context so you already have it for next time.
Write technical scripts for solving the customer’s problem. Keep track of what customers are calling in about and have scripts prepared for every situation. Create a quick reference for the most common questions and problems. Also, remember that every complaint is also an invitation to improve the product so share the complaints with the product team.
Write the closing script to ask if the customer needs anything else, and if they would recommend the product to others, and why.
Compass
Return to startup checklist – sales and startup checklist – product.