Most companies have a plethora of tutorials, manuals, videos, and webinars on how to use their product. At any given moment, customers can chat, email or call for help. While most interactions go smoothly, not all do. The contact center must be committed to righting those wrongs.
But what if the problem is a bad customer? There is no tutorial on how to be a great customer and subsequent interactions will likely mirror the previous ones. Please allow me to offer the following advice to all the customers looking to have a positive and productive interaction with a support agent.
Remain calm. In Support we understand that you, the customer, have probably struggled with this issue for a while before you have even called us. We understand that this process can be frustrating and that little thing that should be working, that worked right before, that you are absolutely sure worked fine before…just won’t work right this time. And you don’t know why! We understand when you can’t figure out why, it can be a challenge to your composure. Heck, it can even make you want to pull your hair out. However, when you call in, relax, take a deep breath and know that we are here to help! There is no need to shout. We can hear you just fine and we are going to fix this together, as a team. Two forces combining their mighty intellect to overcome any obstacle. Together, we can solve these riddles. Together, we can accomplish momentous feats, and together we can clear your cookies and cache!
Speak Slowly and Clearly. In support we, understand that you might say your company name a thousand times a day and we understand that you are probably used to saying your company name to people that know who and what your companies name is. However, we do not know each and every one of you personally. So, when we ask, “can I have your username please?” and you reply, “nationaldfcvfdclearinghousedsof ioifjdfantasyanimalsds”, don’t be surprised if we say, “ I’m sorry, could you please repeat that?” Say your company name slowly, with pride. Be glad that you work at the National Clearinghouse of Fantasy Animals. Someone has to save the unicorns.
Be patient….it’s a virtue. We know several life changing, earth shattering events that could alter the course of humanity have occurred, are about to occur, or will occur if we don’t fix this right now. Be patient with us please. Your problem is important to us, as it is our job, and we would like to help you fix your problem. There will be times when our infinite knowledge base does not contain the answer to your exact question and we need to confer with another source, but please, bear with us. Trust that we are working to resolve your issue as soon as possible. We don't want to stay on the phone for two hours either. So have faith that we will help you and provide you with more insight into your issue than when you started.
So Mister or Misses Customer, the next time you run into an issue and need to call support for additional help, please consider these points when you make your call. If you do, I am confident your issue will be resolved.
Anonymous has chosen to remain hidden in the shadows and cloaked in secrecy.