Learn about common questions that customers ask and how to properly handle them.
- One of the biggest drivers of customer satisfaction is getting an issue positively resolved as quickly as possible. Right? So telling a customer no, that we won't be able to resolve their issue, is one of the hardest things to do. Customers don't like being told no. But what about those times when we really just can't help them? Perhaps the customers' product isn't covered in the contract. Maybe the customer doesn't pay for that level of service. Or it's just a service that we don't provide.
There are times when we can't give the customer what they want for a valid reason. These reasons should be documented in our service level agreements or contracts with the customer. Saying no without saying no is a technique developed for this exact type of situation. We use this technique when we need to tell a customer no, but we don't want it to sound like no. What would be a valid example of a situation in which you might need to tell a customer no? Take a moment to document this on your action plan.
Think about a service, a product, or a customer that is unsupported by your center. Let's look at how to implement this technique. As mentioned in previous movies, positive language is the key. And our technique would sound something like this. - I've tested the connections here and they're working properly so it's likely a problem with your service provider. Are they reporting any outages? - How would I know? This is how I always get in. Now it doesn't work. - We aren't reporting any issues here on our end, what we'll need to do is contact the provider to see what's going on on their end.
Do you have their number? Can I look it up for you? - Yes, I have it. I'll give them a call. - That's your best bet. Let them know the error message that you're receiving and that you've checked with your company and there are no issues on our end. If you have any questions while you're on the phone with them, you can chat with one of us and we'll help you. - I can't begin to tell you how many times I've heard a technician say, "Yeah, sorry, "unfortunately we don't support "third party providers. "There's nothin' I can do." So do we see a difference in this example? In our next movie, we'll cover the steps for how to say no without saying no.
First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior