Into the world of Customer Service Agents
In todays ever fast growing world ,people are always busy . Time is of essence here ! Everyone wants answers quick and solutions to their problems quick. One must understand while picking up the phone to talk to a customer service agent,that they are also people who are actually allotted just to solve a problem. I have had friends say 'No way,its a pain to deal with customer service people!' I am not agreeing to that. Intact I wouldn't say that I have always had a great experience ,there are always good days and bad days.But again ,not getting into a bad day situation is always in our hands!
I have always believed that this world is filled with people with different tastes,different likes,different backgrounds ,etc. Each and every one of us bring in our own experience and expertise and the chances of learning from it is immense. If we all add a little compassion,sensitivity and responsibility to any situation ,even the worst case scenario would turn into our favor. Understanding someone from their point of view and then sensing the correct judgement to pass without hurting or being rude is one of the key qualities to be a peoples person. Even otherwise,showing a little empathy towards others is always good. Responsibility,this word often intimidates many.It sounds big and overwhelming,but it is actually not,in its true meaning the word “responsibility” derives from the verb “to respond”, which means the ability to respond consciously to any situation that is arising.
With the uproar of criticism that customer service agents have ,I think of these following steps that may help if I was ever in any situation with an angry unhappy customer
Adjust Your Mindset
Once you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset.
This means that you set aside any feelings you might have that the situation isn't your fault, or that your client has made a mistake, or that he or she is giving you unfair criticism
All that matters is that you realize that your customer or client is upset, and that it's up to you to solve the problem. Adjust your mindset so that you're giving 100 percent of your focus to your client, and to the current situation.
Listen Actively
The most important step in the whole of this process is listening actively to what your client or customer is saying – he wants to be heard, and to air his grievances.Resist the temptation to try to solve the situation right away, or to jump to conclusions about what happened. Instead, let your client tell you his story. As he's talking, don't plan out what you're going to say when he's done – this isn't active listening!Also, don't allow anything to interrupt this conversation. Give your client all of your attention.
Repeat Their Concerns
Once he's had time to explain why he's upset, repeat his concerns so you're sure that you're addressing the right issue. If you need to, ask questions to make sure that you've identified the problem correctly.
Use calm, objective wording. For example, "As I understand it, you are, quite rightly, upset because we didn't deliver the samples that we promised you last week."
Repeating the problem shows the customer you were listening, which can help lower his anger and stress levels. More than this, it helps you agree on the problem that needs to be solved.
Present a Solution
Now you need to present her with a solution. There are two ways to do this.
If you feel that you know what will make your client happy, tell her how you'd like to correct the situation.
You could say, "I know you need these samples by tomorrow to show to your own customers. I will call our other clients to see if they have extras that they can spare, and, if they do, I'll drop them off at your offices no later than 5:00pm this evening."
If you're not sure you know what your client wants from you, or if they resist your proposed solution, then give them the power to resolve things. Ask to identify what will make them happy.
For instance, you could say, "If my solution doesn't work for you, I'd love to hear what will make you happy. If it's in my power I'll get it done, and if it's not possible, we can work on another solution together."
Action and Follow-up
Once you've both agreed on a solution, you need to take action immediately. Explain every step that you're going to take to fix the problem to your client
If he/she has contacted you by phone, make sure that they have your name and contact details. This gives a feeling of control because they can get hold of you again if they needs to.
Once the situation has been resolved, follow up with your client over the next few days to make sure that they are happy with the resolution. Whenever you can, go above and beyond her expectations.
