All good things come in 4s
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3 min
Good client support isn't just about solving technical problems—it's about how you make people feel during the process. Your approach to client communication speaks volumes about your team's values and directly shapes how clients perceive you. The way you respond, listen, and engage can turn a frustrated client into a loyal advocate. Here are four principles we've learned from 15+ years of client support that actually work.
Have you ever thought about all the ways in which your approach can affect not only someone’s desire to cooperate with you but also their thoughts and emotions? It is very likely that these are the factors that will encourage a potential client, or an existing one, to look at you as a trustworthy team.
Is good support achievable?
Something motivating is coming: yes of course! We at VHUG Technologies definitely put it at the top of our priorities. Because the effort and energy you put into this segment of work definitely pays off. For both sides.
Does good support mean the same to all clients? Or let’s turn the question around: what are the factors that should be met to win over almost every client for yourself? The answer to this question is definitely not a one-way solution. It still consists of a number of factors that contribute to it taking shape.
But learning from other people’s experience is the father of self learning, as we love to say. So here come four »use it now« advice that comes from our personal experience.
How are we doing it?
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Positive attitude
Give the client the feeling that he can ask you anything related to the services you provide. Be kind and give people a solution to their problems without feeling incompetent.
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Human service instead just a ticket number
Template messages are a big No in communication with clients. Answer the client's question as if he is currently sitting next to you. Your answer to someone can solve a big problem, even brighten their day. -
Use active listening
Have you ever used active listening techniques? You can find a large amount of literature online that will help you improve communication with clients if you use more frequent sentences such as: »If I understood you well ...« or »You sound very worried, I'm glad I can help«. -
Share your knowledge
In addition to your mission to solve the problem and provide the best possible solution, it's very important to give clients the opportunity to learn to help themselves in some situations.
Double win:
- you are available to the client for some other problems that could potentially arise
- the client has learned something new from you. How cool is that?
And a simple but effective reminder:
Because what really matters is…
Being kind to people, even though something like that is not always easy. It’s fine to admit that. But what we really believe in is that with the right approach and use of some of the tips we shared with you above, one big step closer to good communication with clients can be easily be made.
