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Conflict management in telephone customer support for technical problems

04.01.2024

In the world of customer service, conflicts and complaints are inevitable. Especially in telephone support, when it comes to technical problems, challenges can arise that require effective management. In this article, we take a look at the variety of conflicts in customer service, analyse their causes and finally present solutions. Finally, we present an innovative solution that can help to avoid conflicts in technical customer service from the outset.

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Conflicts and complaints in customer service: an overview

Conflicts in customer service can take many forms, from dissatisfaction with products or services to difficulties in the communication process. In technical customer service, misunderstandings, long waiting times, unclear instructions or a lack of technical support can often lead to conflicts and complaints. However, successful customer service is not characterised by the complete absence of conflicts, but by the ability to deal with them constructively.

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Causes of conflicts in telephone support for technical problems

1. Communication gaps and unclear instructions

Misunderstandings often arise due to unclear wording or technical terms that are difficult for customers to understand. On the other hand, it is also often difficult for customer support staff to understand the customer's explanation of the technical problem, as customers often lack the necessary expertise to describe it properly. If instructions for solving the problem and explanations of the cause of the problem are not clear, the likelihood of misunderstandings and errors increases.

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2. Long waiting times

Customers who spend a long time on hold or even have to wait until the next working day on a Friday evening are prone to frustration and can take it out on the support staff.

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3. Lack of technical support

Insufficient technical support can give customers the feeling of being left alone, which leads to dissatisfaction.

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Solutions for dealing with conflicts in telephone support

Effective communication

Training for support staff to convey technical information in an understandable way can minimise communication gaps.

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Reduction in waiting times

By optimising resources and implementing call-back or self-service options, the frustration caused by long waiting times can be minimised.

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Clear instructions and assistance

Easy-to-understand instructions and the most suitable contact channels for the target group can provide initial relief. Customers must have access to quick and understandable support. Inadequate availability and complex or incomplete instructions can increase customer frustration before they have even contacted telephone support.‍

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Improving technical support

Investing in training and resources for the support team helps to ensure effective technical support.‍

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Nip problems in the bud with self-service apps and prevent them from arising in the first place

The above solutions for dealing with conflicts in telephone support have one thing in common: they can all be realised in one fell swoop by using a single solution. Innovative self-service apps not only offer a preventative solution to avoid conflicts in customer service, but can also support independent problem analysis and problem solving in the event of technical problems.

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Problems in the home network become problems in the hotline

Why are self-service apps a preventive solution for avoiding conflicts? Quite simply. By using these solutions, companies show their customers that they care about them. With self-service apps, they can keep an eye on everything and act independently. Using the Conntac self-service solutions as an example, customers of internet service providers can solve their technical problems independently day and night, i.e. 24/7, without having to contact customer service. They can also optimise their WiFi independently and carry out a speed test. If a problem cannot be solved under certain circumstances, the Conntac solution simplifies communication with support. This is because they can view all the necessary information for processing the problem in the dashboard under the process number shown in the app.

Problems in the home network become problems in the hotline? Not with the Conntac self-service solution. By allowing customers to access resources and solutions independently, misunderstandings are minimised and the need for phone calls is reduced. This innovative approach not only helps to reduce the potential for conflict, but also increases the efficiency of customer service.