Learn the power of process. In this video, Noah Fleming explores why you need to develop processes for problem solving and troubleshooting in customer service.
- Ask yourself this. How confident are you that everyone in your company knows how to respond as effectively and as naturally as possible to a variety of scenarios? Customer service can be tough. I've often heard people refer to it as trying to juggle chainsaws while tightrope walking. You can't plan for every single thing a customer might throw at you, but you can be better prepared and more prepared than your competitors. There are only a handful of things a client can say or a finite number of objections your people can hear.
You better be ready for them. What I am suggesting is that it's always possible to identify five or 10 great responses to almost every customer service issue you're likely to face, and to train your staff to choose the appropriate response based on the customer in front of them. If I only had a dime for every time I've worked with teams whether they're in sales, or service or customer-facing people, and they say, what if? What if the customer said this? What if the customer said that? What if the customer did this? We can't plan for every what if, but we can break things down to bigger overall themes like customer complaints or customer challenges, and make sure everyone is prepared.
If it's true that there are a finite number of situations your staff will deal with, then it seems equally true that there are only a finite number of best responses. Let's be clear. I'm not suggesting that there's a direct one-to-one response for every issue with a single answer. If this were the case, we wouldn't need customer service at all. We could just have a robot placed there to accept abuse and spit out the best answer. Process is everything in my world, and if your people aren't prepared for the most common scenarios, then you might deserve the one star Yelp review.
You deserve the social media blowback. My business coach once told me that if I wasn't prepared in the most basic sense to answer my customers, that I didn't deserve the business, and he was right. Look at your own business and identify the most common scenarios your people are likely to deal with on a regular basis.
- Responding to valid and invalid complaints
- Diagnosing a problem before you prescribe a fix
- Disarming and redirecting unhappy customers
- Delivering bad news
- Remaining calm, cool, and collected while dealing with customers