Let us create a 3D eBook for you!
Let us create a 3d Digital eBook for you! DigyCat.com

Customer Service: Stop Sabotaging Your Customer Relationships


If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions."

Now don't get me wrong. I spent many, many years training Customer Service Reps. (CSR's). I'm all for making sure customers receive the best possible service. What I'm not for is the pre-scripted list of questions CSR's are required to ask, regardless of whether they are applicable to the situation at hand. I've seen some checklists with as many as 25 pre-scripted "call quality" standards that CSR's are required to use. If they don't, and someone happens to monitor the call, they get marked down. Ludicrous I say!

Let me give you a few highlights from a recent call I made to my well-known auto club:

CSR: What is the year, make and model of your vehicle?

Me: 2000, GMC, Yukon, Denali

CSR: There is no 2000, GMC, Yukon, Denali (obviously it couldn't be found in her list of computer options so she needed to tell me I was wrong)

Me: Yes there is, I drive it every day

CSR: What's wrong with your vehicle?

Me: I don't know. It won't start.

CSR: Does it need to be towed or jumped?

Me: I don't know. I don't know what's wrong with it.

CSR: Well do you think it needs to be towed or jumped?

Me: I have no clue.

CSR: Where is your vehicle?

Me: In my garage.

CSR: Can you push it out of the garage into the driveway or the street?

Me: No. It's a full size SUV. I can't push it anywhere.

CSR: Is there another way you can get it out of the garage?

Me: No. It won't start.

Eventually, after I'd jumped through enough hoops, the call finally ended.

Chances are it wasn't the CSR's idea to get her laughs for the day by asking me stupid questions. Instead, her own company sabotaged her ability to quickly and efficiently take care of her customer, by requiring she use a scripted questioning process.

What Could Have Gone Better? For starters, rather than telling me that the make and model of my vehicle didn't exist, she could have said that she was having trouble finding it in her database, and then asked for verification. Next, instead of asking me twice about whether the truck needed to be "jumped or towed", she might have asked if I had any ideas about what could be wrong with it.

And finally, considering that she already knew the vehicle wouldn't start, asking a woman to push a truck out of a garage seems a little unreasonable.

What Needs To Change? First, re-think your call quality standards. You may have too many standards; they may be too focused on internally created "shoulds", with very little focus on what matters most to your customers. Involve your CSR's and customers in the process.

Secondly, empower and train your CSR's to think, act and personalize service to best accommodate the given situation. One size does not fit all, or even most! Teach your CSR's how to recognize different communication styles, and then how to adapt their personal style so they can best relate to the customer as an individual. In other words, teach CSR's how to treat customers how THEY want to be treated.

And thirdly, continually ask for feedback from CSR's as well as customers. Make time to find out what's working and what's not working. Pay attention to what they have to say. Make ongoing improvements that benefit everyone. Repeat the cycle.

Companies spend thousands, if not millions of dollars each year to acquire new customers, yet sometimes they forget about how to best take care of the customers they already have.

Everyday your customers and your CSR's make decisions about whether to stay with your company or go to your competitor. Loyalty is built on good, solid relationships. Your company relies on the loyalty of your CSR's to service your customers. And great customer service can set you apart from your competition. Take action now! Stop sabotaging those relationships with unnecessary standards that don't really matter to your customers. Your customers and your CSR's will love you for it.

About The Author

As the owner of Essential Connections, Lora Adrianse is a catalyst for clients who aspire to create dynamic business relationships with their colleagues and customers. She authors a free monthly newsletter, "Relating@Work". Go to her website to subscribe now! www.connectionscoach.com

coach@connectionscoach.com


MORE RESOURCES:

Customer Service - Google News

This RSS feed URL is deprecated

This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news

Customer Service Is The New Marketing - Forbes


Forbes

Customer Service Is The New Marketing
Forbes
Customer service is the new marketing. This statement may sound suspect coming from me, a customer service consultant; it sounds like an example of “when you have a hammer, every problem looks like a nail” thinking on my part, or even the drunk-looking ...

and more »

Ruthless heroin dealers innovated drug dealing with focus on customer service in Milwaukee - Milwaukee Journal Sentinel


Milwaukee Journal Sentinel

Ruthless heroin dealers innovated drug dealing with focus on customer service in Milwaukee
Milwaukee Journal Sentinel
The Big Money Addicts did more than just sell heroin in Milwaukee — they created a business model that maximized profits by putting a premium on customer service. Using stolen cars, the gang offered round-the-clock, curbside drug delivery service ...

The True Value Of Customer Service - Forbes


Forbes

The True Value Of Customer Service
Forbes
In my experience, being a captive insurance manager is a great niche business with high barriers to entry, but despite the competitive advantages for an expert in captive insurance, the most important criteria for success as a captive manager is not ...

Grocers' Customer Service Can Counter Online Threat | Progressive ... - Progressive Grocer


Progressive Grocer

Grocers' Customer Service Can Counter Online Threat | Progressive ...
Progressive Grocer
In a bid to compete with Amazon, Seamless, Peapod, FreshDirect and the other countless businesses that deliver food and individual meals to your home, supermarkets are seeking ways to get shoppers into their stores and buy. The rise of the internet ...

and more »

Customer service staff need to be problem solving not apologising - The Conversation AU


The Conversation AU

Customer service staff need to be problem solving not apologising
The Conversation AU
Traditional customer service is struggling as consumers solve problems online and expect options in person.

and more »

For better customer service, travelers turn to Facebook Messenger - Chicago Tribune


Chicago Tribune

For better customer service, travelers turn to Facebook Messenger
Chicago Tribune
Research suggests that travelers may be receptive to handling customer- service issues through Messenger. A study from digital commerce company SAP Hybris found that 71 percent of consumers are willing to share some of their information with brands, but ...

and more »

How Customer Service Fueled T-Mobile's Big Comeback | Fortune - Fortune


Fortune

How Customer Service Fueled T-Mobile's Big Comeback | Fortune
Fortune
The formerly fading wireless carrier T-Mobile has doubled its revenue and subscriber base since CEO John Legere took the helm.

and more »

Online pet retailer Chewy seeks 400 'kind' people for customer ... - Sun Sentinel


Sun Sentinel

Online pet retailer Chewy seeks 400 'kind' people for customer ...
Sun Sentinel
Online pet supplies retailer Chewy officially opened its new customer service center in Hollywood on Tuesday that employs 1000 people and is hiring 400 more customer service representatives.

and more »

LL Bean Axes Its Return Policy (But Its Customer Service Is Still A Retail Gold Standard) - Forbes


Forbes

LL Bean Axes Its Return Policy (But Its Customer Service Is Still A Retail Gold Standard)
Forbes
In fact, as the power of traditional marketing has waned and the power of digitally-enhanced word of mouth has grown, customer service has become the new marketing, with far more power to build a company than ever before. Even the coverage of this ...

LargeFriends.com - the best dating site for plus-sized singles!
SuccessfulMatchCentral.com - the best dating site for plus-sized singles!

PreLaunchX

AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us

© www.AusTrade.biz - 2012

home | site map | links