10 Things I Know About... Customer Service
James E. Griffin is the president and CEO of HelpKey, a Millville-based consulting firm specializing in customer service, business development and project management. He can be reached at griffinje@helpkeyconsulting.com.
10. Quick Acknowledgement
If already occupied (i.e. talking on the telephone or with another person) excuse yourself from the person you are engaged with and acknowledge the new person. Let them know you will be with them momentarily.
9. Pleasing Tones
This will diffuse the situation and refrain from adding to the person’s frustration. If you are responding to a telephone caller, this works as well.
8. Stay Quiet
Most people want to be heard without someone making comments or judgments before they have fully explained their problem.
7. Don’t Take It Personally
Customers are upset with the company based upon their situation. If a product or service doesn’t function as anticipated, people see this as “another thing they need to deal with.”
6. Convey Concern
Let them know you understand their problem and you will do whatever is necessary to resolve the issue for them.
5. Stay Positive
Acknowledge the person’s issue and let them know you are their advocate toward getting the problem resolved. Customers who develop a connection with an employee are less likely to remain upset.
4. Find Reinforcements
If the solution is beyond your control, capability or authority, call the most appropriate person to resolve the issue. Find the right resource the first time. A parade of people unable to help a customer will “add fuel to the fire.”
3. Don’t Leave
Stay with the customer and, once a decision-maker arrives, take the initiative to bring that person up to date on the current status.
2. A Follow-Up Plan
Some issues are more complicated and require more time to resolve. Always provide your client a follow-up plan and detailed timeline as to when they can expect to be contacted.
1. Reconnect Later
This reinforces the “dedication to total customer satisfaction” in your customer’s mind. It also conveys the message that your customers are important to you. n
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