Wednesday, June 3, 2015

Is This Really Customer Service?

Have you ever made the dreaded phone call to a service provider.  After weaving through the maze of entering your account number and stating your name, the first question the customer service representative asks is what is your name and account number?

Regurating the problem
Have you ever had a similar conservation to the one in the movie Dodgeball?

You: I know. I just said that.
Rep: I know you just said that. 

You: Okay, I'm not sure where you're going with this. 
Rep: Well, I'm not sure where you're going with this.
You: That's what I just said. 
Rep: That's what I'm saying to you.
You: All right.






Most customer service reps are good at restating the problem.  I knew what the problem was when I called.  What I need help with is the fix.  As a test I may just not say anything the next time and see how they respond.  Well, Mr. Smith I'm glad I was able to pinpoint the problem.  Is there anything else I can help you with today?

Relating to Another Scenario:  
If your situation was like this then we could do this.  But my situation is this so how does this help?  It doesn't.

Sounding More Important Than They Are:
Did you just drop some knowledge on me about mortality tables?  Are you talking faster so I won't know what you are saying?  I don't know what your acronyms mean.  Just explain it to me like I'm a 6yr old.  The one acronym I am familiar with is KISS.

We try to put ourselves on the same side of the table as our clients.  It's difficult many times because people are wired differently.  Focusing on the solution should be the mindset.  There is a reason clients to come to you for help.  It may be piece of mind.  It may be to save them money.  It may be to improve on what they have.  Educate them along the way.  It helps them make better, more informed decisions and they feel like they have more control.

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