I have had to deal with a lot of different customer service situations over the past few years. I have realized that regardless of the situation there are a few things that I always need to keep in mind.
1. Nobody likes calling support
Usually when you are dealing with a support call or a customer service problem of any kind they are experiencing a problem. Its important to understand that something is not functioning as they expected or they are not sure how to do it. Keep that in mind. Be patient most likely they are already frustrated. Be on their side. You both want your product to function perfectly.
2. Honesty is important
Honesty builds trust. Do not lie to them. If you lie to them and they find out you can lose their trust forever (My doctor actually told me this once. He said if a child asks “will this needle hurt?” do not lie or they will never trust you). If you are unsure of something tell them you will investigate further. If you need to transfer them its fine let them know you are working very hard to find an answer.
3. Be Patient
This is obvious but its good to be reminded. Let them know you are sorry they are having problems. You know how frustrating it is when things are not working properly. Help them find a solution and be patient. Remain calm and keep your cool. Its easy for things to get heated and an argument can break out very easily.
4. Get them excited
After you help them with their problems get them excited to be using your service. Let them know some exciting news about your company. Leave them on a positive note about you and your company.
These are just a few tips that I think can really improve your customer relationships. Let me know what other tips you have when dealing with clients.