Customer Service Problems--Help Your Employees Look at a Customer Complaint from the Customer's View
Most employees, business owners and managers are so close to the problems that they frequently miss what's right in front of their eyes. As a customer service consultant and trainer I frequently get to come in to help pick up the pieces and get to see the causes behind the scenes.
What I see the most frequently is the technical staff, those that have created the products or services and understand it so thoroughly that they can't understand why a customer doesn't see what they see. The usual result is that the employees say "Stupid customer" when they should be asking why the customer is even asking for help.
Let's look at an example:
I was recently working with a client who said he was getting frequent calls from customers saying they couldn't download files from the website. Every time he looked into it the employees assured him that everything was working. When I looked at the emails there were 4 or 5 that basically said "Can't download file xxxxx.pdf". [More than one would indicate there is likely a real problem, or an misunderstanding on how to do it.]
The employee checked the download. It worked for him so his response back to the customer was "It works here." A CYA answer, internally focused. Not a hint of getting what the customer wanted, the files.
After sending several emails one of those customers sent an email to the president asking why they had not gotten the problem resolved. The president looked into it, got an assurance from the employee that there was nothing wrong and that this was one of the really stupid customers that didn't know how to download. So, the president let it drop based on the employee's assurances.
Let's analyze what just happened.
Customer's View
A customer said he couldn't download files from the website. Do you see that the customer wanted the files he had tried to download, and he had even offered assistance. But he got no help at all to get what he wanted...the files.
Company View
The website had been set up to deliver a series of sales steps to customers starting with the free PDF files they were trying to download. If the customer doesn't get the files, I'd say 98% of the customers went away in the first 3 seconds. That basically says that these 4-5 customers represented about 250 potential prospects, with 245 of them going away. The employee should be trying to find out why a customer was having the problem instead of "Works here" which only aggravated the customer.
There are two clear issues missed here:
Not meeting the customer's needs (getting the files). Help your employees to always look at it from the customer's perspective before they respond. Always deliver what the customer was looking for before taking any other step. If you don't know what the customer wants, ask, and then deliver. Not resolving the problem. Even though it had been checked by an employee he was so used to push this before pushing that while standing on the left foot that he wouldn't recognize a problem that was caused by someone standing on the right foot while pushing the button. And, believe me, if 4-5 let you know there are others out there having problems and you'll never know it.
When I checked the website statistics, the website had thousands of viewers on that page, and no one had yet downloaded a single file on that page. Does that say something?
And, of course not one person had ever called to buy that product from the website.
What would happen if we looked at this from the customer's viewpoint?
First, the customer had actually tried to download something from the website that HE WANTED. But the response he got appeared as "I checked my work at this end, I've done my CYA and I'm covered." Not a thing mentioned about the customer's need.
A better answer from the employee might have been,
"Thanks for notifying us of a potential problem. I've attached copies of the files you requested in the email. [Gave the customer what he wanted]. Sorry you were having trouble. We're looking into it. If we called you would you help us understand why you were having trouble downloading so we could prevent the problem for other valued customers? You would be a big help to us. I'll even send you a free xvxvxvxv for your troubles. Thanks!"
Do you see how different that is. First it meets the customers needs, and 2nd it attempts to resolve the customer's problem, and the company's.
About the author:
Get Hints and Tips on Customer Service that will blow your customer away at http://www.leaders-perspective.com/customer-service-train ing.aspx
Written by: Alan Boyer
Achieving Customer-Centricity in Retail Banking
What do retail banks need to do to increase wallet share of their customer bases and improve customer retention - and profits? This webcast provides insights into the importance of channel integration, service-oriented architecture, business process management and workflow in addressing the four key steps to customer-centric banking: customer information management, multi-channel integration, operational excellence, intelligent, and real-time cross-selling.
Experienced Customer Service Manager (Manpower)
The Manpower branch office located in Springfield, MA is looking for experienced customer service professionals/managers that are interested in seeing what career opportunities may be available for them in the local market. Once we have been provided Location: Springfield, MA Source: Jobs.net
A Tough Lesson - Customer Service Tips
Valuable Customer Service Tips for the home based business. Make good customer service become excellent customer service by finding out what the customer needs.
Customer Service for Defense Contractors
What sort of customer service is required when working on very important defense contractor projects? Well believe it or not customer service can make or break your company and many Military Career Men and Women are pretty hardass these days and so you better give them satisfaction and customer service or you will be sorry. The defense contractors and the military must work as a seamless team.
Customer Service (BS32 4, BRISTOL, UK)
An exciting opportunity has arisen for a strong customer service candidate to join this nieche business in Avonmouth. The main purpose of the role is to ensure new and existing customers get exactly what they want and expect! You will be ensuring ...
4 Tips Toward Overcoming Bad Customer Service
Customer service is the pits, you say. You are not alone. One of the biggest gripes from consumers today is the poor service they receive at the hand of service providers. You need not be victimized by lousy service nor do you have to move heaven and earth to get what you want. Let's take a look at four options you can take to get the results that you want and deserve!
Customer Service Representative/Sales (Fleetfoot Inc)
Fleetfoot most dynamic publishing company has an exciting opportunity for a customer service entry-level representative to join our sales force! We are willing to invest the time and training necessary to make you a successful sales professional. What yo Location: Jacksonville, FL Source: Jobs.net
Web Self-service: Giving Customers What They Want
When properly implemented and maintained, Web self-service can fulfill the promise of improving customer satisfaction and lowering costs. By focusing on quickly and efficiently meeting the customer's needs with in the self service environment, companies build customer loyalty and establish a pattern of giving their customers what they want, when they want it.
Sales / Customer Service / Collections / Managers / Admin
Sales / Customer Service / Collections / Managers / Admin NO WEEKENDS!!! READY TO GET PAID WHAT YOU ARE REALLY WORTH? WE WILL TRAIN YOU TO MAKE $800 to $2000 a WEEK!!!! Experienced, motivated positive attitude and trai Location: Marietta, GA Source: Jobs.net
Customer Service Representatives (Fleetfot)
Fleetfot most dynamic publishing company has an exciting opportunity for a customer service entry-level representative to join our sales force! We are willing to invest the time and training necessary to make you a successful sales professional. What you Location: Houston, TX Source: Jobs.net