The Customer Service Workplace
There are some basic factors in a customer service position. Listed below are a few of the situations a CSW will handle.
Some customer service issues are routine such as return of a defective product.
Other problems may pose special issues that need to be handled with extra care.
Companies may lose 15% of their customers every year due to poorly resolved problems.
Unsatisfied customers who complain to friends and online may cost a company even more business.
A sincere apology can help alleviate a customer’s agitation.
The resolution to a customer’s problem should equal or exceed the customer’s Loss.
Starting on the basis that customer service is to assist customers with their problems. Listening to the customer’s explanation, understand what was spoken and then taking ownership of the problem. This requires communication and a positive attitude which demonstrates your willingness to fix the problem
It’s also suggested to first offer an apology to the customer for the inconvenience that the problem has caused. Never argue, defend or make excuses or blame the customer for the problem.
After identifying the problem, offering alternative solutions is to follow. Including the customer in the process empowers them and gives them a sense of control over the situation. Most of the time it is the sense of powerlessness that is the cause of an angry customer.
It’s important that the customer feels satisfied with the end results. Also when dealing with an angry customer, never become angry or agitated yourself. This is not only not good for you, but also is not good for your health. Although you can’t control the attitude of the customer, you can control your response. You can diffuse the situation, by once again, listening to the customer’s complaints and trying to resolve the problem.
Speak slowly, use short sentences be tactful and follow the model of customer service which is listen, empathize and take charge.