Posted by Meredith Estep on Wed, Feb 10, 2010 @ 08:02 AM
Working in customer service for a couple of years has made me learn that not every problem is solvable, no matter how badly I want it to be. While you should always make sure you try everything possible to solve the problem at hand, there will be times when you cannot give the customer the outcome they want. At those times, depending on the customer, it may cause a strain on the relationship. Make sure you let the client know that you have done everything in your power, and that management has been informed of the situation. Even though you may not be able to solve the problem at hand, it is still vital to let the customer know they are very important to you.
There are many reasons why sometimes things may not be in your control. This can happen when the customer is requesting something that is against company policy, or it might be more beneficial for the client if you go a different route with solving the issue. Sometimes your company simply will not have the appropriate resources, such as time or product, to fulfill the client's request. Below I have listed a few helpful ways to handle those tough situations.
One way to address the situation is to provide the client with every possible alternative. Give your customer many different scenarios so they can look at it from all angles, then they will have an easier time determining what they want to do from there. Also, make sure to get the client in touch with management. Customers feel a sense of control and recognize they have your respect when dealing with a higher authority. Depending on the situation, you may be able to offer them an incentive on a future order. Do not consider this a quick fix to the problem at hand, but it may help ease tensions when getting to the root of the issue. Finally, you should let the client know that you are going to have an internal meeting with your team to discuss changing policies if possible. You and your team can come up with ways to better handle the situation the next time it comes up, and to make it easier for your customers. These are all great ways to help you handle those tough situations, and if used effectively can help better your customers' experience even when you have to say no.
Finally, as long as you have exhausted every possible avenue, it is very important to make sure you do not take the customer's frustration personally. Not many customer service reps would be the field very long if they considered it their fault every time they had to say no to a client. Remember that typically the customer's frustration is not with you personally, but with the company. However, as the face of the organization you will receive the brunt of the client's disappointment. Keep your head high and make the best of a sticky situation by doing everything you can to please the customer and keep them coming back.
- Amanda Browning
Posted by Meredith Estep on Fri, Feb 05, 2010 @ 10:45 AM
Despite your best efforts, customers sometimes become angry with your business. Dealing with angry customers is not easy since you are thrown into an emotionally-charged situation without any choice or foresight.
The way you handle a precarious situation will make all the difference in whether you lose a good customer or maintain a positive relationship. Take these steps for diffusing - and even pleasing - an angry customer.
Allow Venting Time
Imagine your customer approaches you with steam coming out of their ears, and you are unsure how to stop them. Want to know the secret? Do not try to stop them at all. Instead, allow them to let all that steam out before you even begin to try to resolve the situation. While your customer is venting, try these techniques:
Acknowledge their right to be angry.
Listen carefully to pinpoint the underlying issue beneath the anger.
Do not take their anger personally, even though it is directed at you at that moment.
Be patient and give them time to let all of their emotion out.
Do not respond emotionally to anger; remain calm and use a low voice.
Once the customer has released their emotion and calmed down, it is time to take the situation into your own hands.
Apologize if Necessary
If your customer is angry with a defective product or a mistake your company made, do not be afraid to apologize for the situation. A simple, "I am terribly sorry for the frustration you have experienced with this incident, and I will try to make it right" will go a long way in turning an angry customer to a satisfied one once again.
Record the Details of the Complaint
Ask your customer if you can record the details of the problem to share with the rest of the staff at a later time. This ensures you get the complaint right the first time while also showing the customer that you care enough about the situation to ensure it never happens again.
Own the Problem
Angry customers get even more frustrated if they think you are trying to pass the buck. Tell your customer you will make sure the issue is resolved, even if you have to go to other employees or management to do so. Record your customer's name and phone number and promise a callback with a response if you cannot solve the problem immediately. Give the customer your name and number so they can contact you if they have any questions. This makes a customer feel that they are back in control of the situation and that they now have recourse for their concern.
Go Above and Beyond
When appropriate, go above and beyond simply resolving the problem to make up for your customer's inconvenience and frustration. Provide a product at a reduced price or offer a coupon for future purchases. Follow-up with a phone call or postcard a few weeks later to ensure your customer was satisfied with the resolution. These small steps go a long way in transforming an angry customer to a satisfied one once again.
- Meredith Estep
Posted by Meredith Estep on Wed, Jan 20, 2010 @ 01:20 PM
Making your customers feel important is a tremendous step in building customer loyalty. How do you know what customers want in order to feel important? While each individual is different, there are six definitive ways you can make your customers feel important every time they interact with your business. 1. Know Your Customer's Name
Know thy customer! If you or your service team regularly meets customers face-to-face, then practice learning and memorizing names. Every time the customer returns to your place of business, they are greeted by name, making them feel like they are royalty. 2. Treat Each Customer as Your Best Customer
Customers want to know they are valued by your business. No customer should be an interruption. They are the lifeline of your business and should always be treated as such. Train your service staff to give complete attention to a customer. Let the customer know that their needs are the most important item of business at this very moment. 3. Smile Genuinely
Why is it so hard for some service professionals to smile? A dour-faced service professional will accomplish much less than one who is friendly. Be sure that you and your service staff practice giving a smile to every customer. 4. Resolve Issues Immediately
If you have a customer with an issue, resolve it immediately. Nothing makes a customer feel valued and important than when you drop everything to solve their problem. Avoid saying, "I'll see what I can do." Sometimes it is necessary to get back to a customer at a later date, but if there is an immediate solution available, do it now.5. Be Proactive
Making customers feel important also means that you anticipate their needs. Do you know that Mrs. Smith likes to have a coffee waiting at her table? That Mr. Jones requires extra legroom? Think ahead of your customers. Know what your returning customers need are and be ready to meet them. Though you may not know all the needs of new customers, try your best to read them and anticipate what they may need. Do not be afraid to ask what else you can do to make them happier. 6. Say "Thank You"
Your mother probably taught you this fundamental rule, and it is certainly good advice. Always say "thank you" and use the customer's name whenever possible. By acknowledging that you appreciate their patronage, your customers will know they are valued.
Valued customers are your loyal customers. Make the effort to make them feel important. With each positive impact you make on a customer, you will be rewarded - not only with their business, but by referrals and a reputation that precedes you.
- Meredith Estep
Posted by Meredith Estep on Fri, Oct 23, 2009 @ 02:52 PM
Often when I tell people that I work in customer service, I get the same reaction. People look at me with pity saying how hard that job must be, and how they could never do it. I always let them know that I absolutely love my job because I do not have to help people every day; I get to help people every day. There are so many things customer service reps get out of their jobs; it only takes having the right attitude about it.
One thing I get out of my job is a feeling of joy when I am able to solve a problem for a client. Even if they do not thank me, I know they are happy to have the issue resolved. One thing to keep in mind is that not every client is going to say "thank you", but they are usually very grateful for your services.
A great way to measure customer satisfaction is through surveys. My company provides a final section for the client to leave any feedback, positive or negative, in their own words. We encourage our reps to read these from time to time so we can grow and learn how to assist our clients better. Sometimes I will review these surveys and keep a copy of any positive feedback at my desk. Re-reading it helps to get me out of a slump if I am having a bad day because I know that client took time out of their day to let us know how happy they are with our services.
Working in customer service and getting to assist people every day also helps build relationships with those clients. This is beneficial on the company level as it will usually keep them coming back to you. This is also valuable to the customer service reps because it helps build rapport with repeat customers. I love hearing a rep across the room answering the phone and saying "it's my favorite customer!" to the caller. This helps the caller know they will be taken care of quickly and with care by the rep. It also makes the rep's job of solving the problem that much more enjoyable for them.
I have grown a lot by working in customer service. I have developed more patience and the ability to work with many types of personalities. I enjoy the fact that I am able to help our clients every day. My hope is even if our client has a problem that requires the need to call our Help Desk that we can make it the highlight of their day. Excellent customer service can be mutually beneficial for the caller and the rep; all it takes is the right attitude!
- Amanda Browning