4 Ways You Can Handle Customer Service Better
Problem solving for Customer Service Professionals is really based on the attitude that you WANT to help the Customer..
Without this attitude, it becomes impossible to help
in any way and in most cases ends up making the Customer feel as if "you
have done them a favor" which is, as we know, not at all what makes a
Customer come back and ask for us by name. If your attitude is right, read
on.
Let's look at a 4 things you can do that will give you control, confidence
and success in dealing with Customer Service issues.
1st. Do not become fearful.
It is easy to see why some personnel feel as if they must solve every issue,
perfectly. It does not happen that way at all. In fact, many times you only
handle the most urgent or most troublesome issues. The best CSPs know this
and do not try to "solve" every issue. What they do, is offer alternatives.
When you try to solve every issue and deal with everything that comes your
way, it has a tendency to make you hesitant and fearful after awhile because
you have found that you cannot handle every situation. Once you have lost
that confidence, it's all over. Like a Popsicle on a hot sidewalk, you just
melt away.
The goal is to have several alternatives that you can offer. In some cases
it may not address the entire situation. What it does though, is give the
Customer a chance to make a decision based on their interests.
For example, your Customer calls you and says that the billing on your
current invoice is incorrect, and in fact they had made a change on their
account last month to change a feature that they felt they no longer needed.
You take the call, acknowledge their frustration about making the call, and
tell them something like this. "Mr. or Mrs. Customer, I see where you made
the change on your account last month. I would like to take a minute and
point out that you have had this feature for the past 3 years and although I
can certainly remove it, I would be remiss if I did not let you know that by
removing this feature you would actually be increasing your costs by not
taking advantage of the discount this feature provides. Would you still like
me to remove it?" The decision is the Customers and you have given them an
alternative.
It is simple to say and the choice remains with the Customer. The very
action of providing an alternative gives the Customer the service they are
asking for. And you remain a valuable resource to them. So, don't become
fearful, become "Alternative Driven!" and watch your Customers respond with
loyalty and repurchase.
2nd. Think of ways around it.
There is always something you can do. Sometimes it's as simple as telling
your Customer that you will follow up with them in 1 week, personally, and
then doing it. Sometimes you will have to make changes in an account status,
give a discount, send a gift package, change an order status, provide an
expedited delivery date, have someone deliver something, order a new one,
provide a loaner service, call the manufacturer and then call the Customer
back, have the Customer meet with a senior manager or CSR, make arrangements
for a demonstration and whatever else you have in your toolbox to take care
of your Customers. Here is the real rub though.
Most of you don't. You want someone else to make a decision. Don't wait.
Make a decision and follow it through. It's not your reputation here, it's
the COMPANY'S!
You are acting on behalf of and in the name of your COMPANY! They are
counting on you to help their CUSTOMER! YOUR CUSTOMER! The one person they
are in existence to provide goods or services to. And by you not reaching
into your toolbox and pulling out a solution, you are sabotaging the effort!
If you don't have the authority, find out HOW you can get it! Do that by
demonstrating that you want the authority to handle the situation. Then, use
the tools you have to handle the situation. Don't get caught up in worrying
about making a mistake. It's better to make a mistake in handling the
interests of the CUSTOMER than doing nothing.
3rd. Think Practically.
It's a matter of common sense. Yours! You have to think in terms of what is
best for the Customer and how you can best accomplish it. I like to do of
this by applying a 3 step process.
A. Does it provide a solution or service that requires a minimum of effort
and fuss by the Customer?
B. Can it be accomplished in the time frame required by the Customer?
C. Can you implement it? Immediately! (if not sooner)
Your goal is to provide a service solution which is seamless and smooth.
Think of it as giving a present to someone in a package that is attractive
to look at and contains something they want or need. Now make the package
easy to open and filled with goodies. Lastly, make the present easy to use
and returnable. Every time you provide a solution or service, think of it a
giving a present.
4th. Think Patience.
Real Patience comes from you allowing your Customer to tell you what is
going on in their own time! All too often we get caught up in providing the
solution or service in OUR TIME not in the CUSTOMERS! You might start by
practicing active listening skills. This skill requires you to be quiet,
turn off your judgments, pay attention and stop texting, e-mailing and
talking to someone else. By practicing these "moments of patience" you can
actually begin to listen and hear what is really going on. Then you can take
a minute and think "How would I want this situation handled?" and "How does
my CUSTOMER want this situation handled?" Focus on the Customer 1st and
yourself second.
You can also ask "How long would I want my Mom to wait in this situation?"
or "How long would I want my Grandparents to wait in this situation?" These
are easy questions to ask and sometimes difficult to answer.
By taking the time to listen first and act second, more often than not, you
get it done right the first time and provide your Customer with the solution
or service they really need.
If you follow these simple steps, you can have control over the situation,
confidence that you can handle anything that comes your way and success in
applying these steps in your Customer Service career.
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