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4 Ways You Can Handle Customer Service Better
>>by Leonard Buchholz
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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Leonard Buchholz |
| About the author: |
| Leonard Buchholz is a Certified Trainer, Speaker and Author. Seminars include
subjects like Customer Service, Management and Communications. Reach him at
This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
, call
him on +1 760-529-5635 or visit bizprotraining.com.
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Your customers experiences equal money. TeleFaction’s Return on Behavior concept helps you to increase the value of your customers’ experiences. Whether you focus on improving customer satisfaction and loyalty, increasing additional sales and resale, reducing churn and loss of customers, or improving your critical business relations in customer service at all contact points, TeleFaction offers a solution that will yield the desired results. Return on Behavior Magazine is a free service from TeleFaction.
Return on Behavior Magazine was produced in cooperation with Customaxi
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