- It's frustrating to handle the same complaints over and over again. When this happens we have two choices. Too many customer service employees allow themselves to feel victimized by a poor product, service or policy. They use it as an excuse to stop trying their very best. Elite customer service employees decide to take charge, and try to do something. If you wanna try to make a difference, you can start by downloading the common complaints worksheet. You may wanna pause this video to download it because we'll refer to it throughout the rest of the video.
OK, start by writing down some of the most common complaints you receive from customers. There's room on the worksheet for your top five. Next, try to categorize each complaint. Here are a few to choose from. Unpleasant surprises occur when something happens that shouldn't, like a defective product. Waiting refers to customers who feel they have to wait too long for service. Confusion occurs when a customer struggles to figure out a product, service or procedure. Extra effort refers to situations where a customer feels they have to work too hard to use your product or to get service.
Finally, repeat contacts refers to situations where customers think an issue is resolved, only to have to contact you for service again as another issue pops up. Sorting complaints into these categories is helpful because there are different strategies we can use for each one. Now see if you can identify some solutions. Let's take a look at some of the examples for each category. One solution is to warn the customer of something unexpected so they're not surprised. We used a coffee shop scene as an example earlier in this course.
The coffee shop barista might have warned a new customer that their flavoring is not as strong as other coffee shops. Perception has a big impact on how long customers think they're waiting. If we can't shorten the wait, we can try to influence their perception. One technique is to keep customers occupied so it feels like the time goes by faster. A casual restaurant passes out hot breadsticks to customers waiting in line to place their order. The breadsticks are so delicious that some customers secretly hope there's a wait when they go there.
Sometimes some aspect of our product or services confuses our customers. When this happens, our best bet is to make it easy. For example, a technical support team creates a step-by-step instruction sheet to show customers how to solve common problems. When a customer needs help, they walk the customer through the solution, and also provide a link to those written instructions for future reference. We'll please a lot of customers if we can make things easier for them. One example is follow up.
Many customer service reps are so busy that they try to make the customer responsible for following up on something. They'll say, "Hey, if you don't see your order by "next Tuesday, give me a call and I'll track it "down for you." A better approach would be for the employee to proactively check the order, and follow up so the customer doesn't have to. There's one thing customers like even less than having to contact customer service. It's having to contact customer service a second time for the same problem. We can save our customers a lot of grief if we can anticipate problems and provide solutions before the customer is inconvenienced.
A great example comes from a telephone company. A customer called in asking for help setting up her voicemail. The customer service rep patiently walked her through the process, and then asked her if she'd ever need to set an out-of-office greeting. When the customer said yes, the rep walked her through that step, too. This only took an extra minute, but it saved the customer an extra call down the road. OK, these are just a few examples. See if you can come up with solutions to some your most common customer complaints.
This can improve service for your customers, and lead to fewer complaints in the future.
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words