Customer feedback in various industries and locations reveals that customers have seven major problems with support:

My business need is not addressed. When a system, software, network or service fails, the customer’s business stops. You are supporting more than your product, you are supporting their business. Support your customer, not your product.

The quality of support is inconsistent.Your customers demand the same high standard every time. Deliver consistently.

I do not know what you are doing to solve my problem. Customers become unhappy when they don’t know what is going on, or think that you don’t know where you are going. Guide the customer.

My problem is not being solved. Customers need the correct fix. Troubleshoot incisively.

You are taking too long to find a solution to my problem. Customers need their business back right now. Be fast.

I want a permanent fix, not a workaround. Customers need their problems to be fixed permanently. Prove it.

‘Why am I getting problems at all?’ Customers would rather avoid problems: prevention is better than cure. Get ahead of the curve.

All initiatives in the customer care function must have these seven areas of concern at the front and the centre at all times. Such concerns are the platform on which the mission-critical support process is built.