Need advice about phone support...

[beley]

We don't offer phone support. We have a toll-free number for sales and customer service issues (billing mishaps, etc.) I think we've made it pretty clear on our website that all support requests should go through the support system.

I have one client in particular that calls about once a week and wants to talk forever about small issues he's having with a shopping cart or business. These things are mostly out of our control as a web host and although I truly value him as a customer I'm spending my valuable time on the phone with him when I need to be addressing serious support requests.

Not to mention the fact that I'm paying that toll-free number the entire time... and his calls can range from 30 minutes to an hour easily.

So my question is how do I respectfully tell him to use our helpdesk for support requests without making him mad? I've already emailed him after one of his 1-hour calls "just to let him know about the customer management area." It didn't help...

Any suggestions or advice?

[blue27]

Impose a per minute rate for phone support. Make it clear that this will be enforced.
If the 800 number is for emergencies and sales inquiries then that is what its use should be restricted to.

[beley]

Well, that's just it. It's not for emergencies... it's strictly an ordering and customer service line. Most of the time I don't even answer it someone else does like a receptionist. They're not technically savvy so they have to get me or an off-site support rep to answer the questions causing work for 2-3 people.

I just don't want to make the client leave because of this... most of my clients are really good about submitting trouble tickets.

[silverfreak]

Sounds like you'll just have to put your foot down with him. Either that, if your afraid of losing his buisness then you might keep answering him, or try to slowly ween him off from calling.. suggesting maybe an online resource you might have for him to check out, ect..

[Chicken]

Originally posted by beley:

We don't offer phone support. We have a toll-free number for sales and customer service issues (billing mishaps, etc.) I think we've made it pretty clear on our website that all support requests should go through the support system.
Maybe not clear enough. "Customer service issues" could be constued as support, and there's not much difference between a billing issue and a technical issue. Make it a sales only line, my advice.
I have one client in particular that calls about once a week and wants to talk forever about small issues he's having with a shopping cart or business.

Not to mention the fact that I'm paying that toll-free number the entire time... and his calls can range from 30 minutes to an hour easily.
It seems like your first mistake was not nipping it in the bud. The first time he called in, you should have cut him off and asked him to email his question in (if that's what you want to have happen). From what you posted, he did it a few times, and only after a long one (an hour) you then emailed him to let him know about the customer management area.

Now you need to find a way to go back and change established behavior. The only way to do that is to darken the gray line. Email him with an official, non-personal policy change notice that all support requests must be made via email. If he calls, restate that.

[Steve]

How about a automated message, like "Press 1 for Sales, Press 2 for Billing, Press 3 for Mistakes made to your account, and if you called us about a support questions we would highly appreciate that you use our helpdesk on our website, thank you. To repeat what you just heard please hit 4"

[matty]

This is how you handle this one.

Simply tell the client that this is your "Sales Line" and that you'd be happy to talk with him but he'll have to call you on your other phone line to free up the sales line.

Then give him a regular number to call that isn't toll free and see how fast he calls.
And if he does call see how long we wants to spend on the phone when it's his dime.

This works well.

Thanks, Matty

[sonixi]

Originally posted by beley:
I have one client in particular that calls about once a week and wants to talk forever about small issues he's having with a shopping cart or business. These things are mostly out of our control as a web host and although I truly value him as a customer I'm spending my valuable time on the phone with him when I need to be addressing serious support requests.

Any suggestions or advice?
By chance, is his name Gene from New York? :p:

[Gregory-Eric]

Originally posted by matty:

This is how you handle this one.

Simply tell the client that this is your "Sales Line" and that you'd be happy to talk with him but he'll have to call you on your other phone line to free up the sales line.

Then give him a regular number to call that isn't toll free and see how fast he calls.
And if he does call see how long we wants to spend on the phone when it's his dime.

This works well.

Thanks, Matty
I think Matty is on the dot! When the customer understands the cost, he will probably not be calling everytime he is lonely, or bored, or got a new cat, whatever.
I had done call center work for over 8 years, and IMHO, control the call and make him understand the impact this is having on you and/or the company.
Could you imagine if you had two or three of these types of customers?

[Intelle]

I think Phone No.s should only be given to customers who post a support ticket with an emergency situation. This'll help you a greal deal. :)