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Career in Customer Service

December 21st, 2007

A customer has a problem and isn’t happy. Now it’s your problem, and you’re not too happy about it.

One of the basics of customer service is handling complaints. If you can’t handle them, get out of customer service. Difficult customers are inevitable. This is always tricky, and has to be done properly.

You’ll find that a lot of complaints are justified, either because:

• Someone really has something to complain about.
• Much worse, has been given bad information.
• Has misinterpreted correct information. (Not good, because a customer should never be in any doubt about information.)
• Doesn’t understand the situation.

Some people get aggressive, some get tearful, others look like they’re going to have a heart attack. They start at a million miles an hour, and usually miss their own points in the process.

The important thing to do is get them on track heading to a result. Ignore any abuse, and emotion-driven situations. Don’t take it personally, and start an argument. Don’t create any further issues. Be objective, and be patient.

Imagine if you were in the same situation. Some people really do have a good reason for being difficult; someone’s caused them difficulties.

Basic techniques:

• Ask questions, politely, to find out what you need to know, not just whatever might accidentally come out of a monologue from the customer. Asking questions will silence most tirades, and provide information.
• Make sure you know what the customer wants. If it can be done, do it, and do it ASAP. With difficult customers, a lot of the heat goes out of the complaint when they see some action.
• If it can’t be done, explain, clearly, why. They do need to understand their situation. Suggest an alternative, if possible.

The customer is always right in theory, if only occasionally in practice:

• If the customer has been given bad information, that’s important. Tell your boss, so further problems can be prevented.
• If you were the one who gave bad information, you’ve got a real problem. The customer is perfectly entitled to complain, and you really should clean up the mess. Remember, if you were the customer, would you suffer for someone else’s mistake? How interested in excuses would you be?
• Even if the customer is 100% wrong, and doesn’t know what they’re talking about, you still have to get it right. Give them brochures, newsletters, links, Get Well Soon cards, but above all give them good advice, it’s part of customer service. It’s also what’s expected of you.

Things to watch out for:

• If the customer wants to take the complaint further, they can, and will, whether you try to prevent it or not. Don’t be defensive or obstructive, because you’d be in the wrong. They have the right to do that, even when they’re being unreasonable. You’ll be vindicated up the line.
• Angry customers aren’t a pretty sight, but usually it means that they’re being honest about their complaint. Do not undervalue anything they say, and don’t provoke them. That means don’t contradict them, and don’t add to any disputed issues until you’re absolutely sure they’re wrong, and it’s not going to start World War Ten. The safety sign is when you’re having a rational conversation, and making your points to them. It means you’ve established contact, and got some credibility that you’re trying to help. Get down to business, quickly.
• Emotional customers can be pretty embarrassing, but it’s how they’re coping with the problem. Most are honest, and have taken some collateral damage because of their problem. Try and settle them down before addressing their complaint, for both your sakes.
• Stupid or ignorant customers need patience, and sometimes a lot of it. They really don’t get it, don’t understand the situation, and you need a simple process to explain whatever is required. Do not lose your temper, or try to get rid of them, because you’d be creating a complaint, and not solving the existing one.
• People with language problems do need help. Be sure you know how to provide it, and be sure your interpreter understands what you’re trying to tell them. This can be a very messy situation, and there’s no justification for it.
• Don’t pre-judge any complaint, even the absurd ones. Check your facts. If you “solve” a problem by creating six more problems because you didn’t have information, you know who’s causing the complaints.

In any kind of customer service, always make sure that you’re both doing the right thing, and able to prove you’re doing the right thing.

It makes life a lot easier for you, and the customer.

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This entry was posted on Friday, December 21st, 2007 at 7:04 am and is filed under Career. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.

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