Many people dread calling customer service, especially tech support, but all they want is help with their problem. Customers call in and the customer service representative (CSR) most likely has no idea what their problem is. Some customers might even expect the CSR to already have a solution. The many problems customers could be faced with can fall into several categories. They include the deprecation of the customer, miscommunication, and confused customers. Following are some possible suggestions to some customer service issues.
Insulting the customer
Nothing can be more detrimental to customer relations than a customer service representative who does not care. Insulting the customer includes anything from blaming them for their own issue to calling them names. The insulting behavior on the part of the CSR could be a simple display of apathy, from which many other problems can stem. If you solve this problem, then you are on your way to addressing many problems associated with customer relations.
A way to help prevent the detrimental effects of customer service representative apathy is through training. It is very likely that your CSR is growing apathetic because they feel they cannot get through to the customers. Workshops focusing on communication can help customer service representatives understand different points of view and can go a long way in helping to prevent insults to the customer.
Many problems can stem from poor communication. Such issues might include multiple calls for the same issue, foul language, and following a script too closely. Customer service representatives should always acknowledge the customer’s problem, even asking them how they wish to be helped. One common communication issue seems somewhat more relevant today.
One type of communication issue in customer relations is the language and/or cultural barrier. The world is expanding and business has to expand with it. Companies might not only serve but also employ people of other nationalities, resulting in differences in language and culture. This will probably result in communication issues, which in turn can result in unresolved problems.
A simple way to address this is through communication and cultural training. If customer service representatives learn about communication focusing on the countries for which their company provides services, they might be able to better understand the reasons behind communicative issues and be able to be more understanding and willing to work with customers who do not understand.
When Customers Attack
There are times when customers become irate. Maybe the customer is just having a bad day, but most of the time it stems from an issue with which the company can assist. There are other times, though, that the customer is ill-informed and/or is confused and frustrated about the situation and will assign blame to the CSR. The problem becomes seemingly unsolvable. Regardless, it falls onto the CSR to interpret the situation and acknowledge that the customer has a problem with which they can provide help.
Say you work for a company that provides email, and a customer calls because they are upset that their email was hacked. The first thing the CSR should do, as stated above, is acknowledge the customer’s problem, making sure they are calming down while proceeding, maybe even suggesting that they look at the email security issue together. Enrolling their help in the issue will help diffuse a customer who merely feels they do not have control of their issue.
There are many solutions to the various issues customers will address to customer service representatives. Many of the issues can fall into the categories of deprecation of the customer, simple miscommunication, and confused customers. Customers will have different expectations from their experience with a customer service representative. Regardless of their reasons for calling, customers call in because they want a solution to their problem. It is up to the customer service representatives to clearly communicate with the customer and help ease the dread many have about calling customer service.