How to Put on Your Best Face
by Citrix

You are the face of your company.

Many times, the only direct relationship a customer has with your company is through your support team. Because they represent your company’s image to the majority of its customers, what your support agents say and do, and how they respond to customer inquiries and complaints, directly reflects upon your company.

Image is everything. If your customers or potential clients have an image of your company as one that neglects customers and provides poor support, they will avoid you like the plague. Not only will they refuse to do business with you, they will speak poorly of your company to their colleagues. Unfortunately, once a customer or prospect forms a negative image of your company, it will be next to impossible for you to shake it. Keep these four words in mind when taking your next support call to ensure that your customer knows that you care:

• Creativity
  
• Appreciation
  
• Respect
  
• Expertise

In any difficult support situation, a creative solution and your expertise is the key to resolving tough customer problems. Showing customers that you appreciate their business and respect their intelligence makes your job easier because it will soothe their frustration. By demonstrating that you care, you will create an environment where ideas can be exchanged openly, which may help you resolve the problem faster and will leave the customer feeling better for having made the call.

Let’s face it: Frustrated customers can be hostile. Responding to a customer problem with understanding, respect and simple friendliness not only eases the tension during the support call, but also benefits the long-term relationship when it comes time for customers to renew their contracts or recommend your solution to a colleague.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support, and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure, and managed desktop PC access over the Web; and Citrix GoToAssist™, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,000 companies worldwide, including Cisco Systems, Siemens, Verizon, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the web at www.gotomypc.com, www.gotoassist.com and www.citrix.com.