issue resolution | Customer Service Solutions, Inc.

Find a Connection Point – Part 1: Personal Connection - 9/27/22


Some people are born almost like a master at communication.  They know how to establish rapport with just about anybody, and they do so in a way that seems so natural and so real.  They can form relationships and be laughing with somebody they met two minutes ago like Read more

Be Proactive without being Pushy - 9/20/22


Delivering great customer service isn’t just about responding and reacting.  It’s also about being proactive.  Developing relationships involves reaching out first, not just extending our hand when somebody reaches out to us. But it’s all too clear that those of us who are in service roles prefer those roles to Read more

Be Kind to Yourself When the Customer Isn’t - 9/13/22


I was having a debrief call with one of my clients recently, and this was regarding a survey of employees who work events.  One of the survey questions asked employees for advice on how to improve the customer experience.  When the employees shared their input on the guest experience, Read more

Being the Emphatic Employee - 9/6/22


Empathy is the key quality of somebody who’s great at customer service.  We talk about it often - what it is, how to convey it, what it looks like, and how it makes the customer feel. But along with knowing how to be empathetic, we also need to know how Read more

The Good, the Really Good, and the Ugly of Customer Service - 8/30/22


Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others. The Good… Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs Read more

A Great 2-Minute E-mail - 8/23/22


I know.  You probably get e-mails all the time from customers griping about some aspect of your organization or their experience.  You’ve got too much to do and too little time to do it.  I could not begin to tell you how many times I’ve been told by staff Read more

When They Want to Talk to Your Boss - 8/16/22


“I want to talk to your supervisor.” That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody Read more

When Passive Voice is a Good Thing - 8/9/22


It’s all your fault, Mr. Customer! We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things. We have a customer sitting in front of us or on the phone, and maybe they are Read more

They’re Stressed, So You Can… - 8/2/22


Wow!  That customer looks stressed!  Maybe it’s their body language or their expressions; they could be fidgety or talking really fast. In the past, when we offered guidance in these situations, we focused on how to navigate the conversation step-by-step - what points to cover and what points to avoid. But Read more

Find the Hidden Compliment - 7/26/22


The fact is, they ARE complaining:  The room is too cold.  The wait is too long.  They wish the parking spaces were bigger.  The new app doesn’t have a mapping function.  They cannot pay with their phone.  The website is unclear. In these types of complaints, the ones that are Read more

The Good, the Really Good, and the Ugly of Customer Service – 8/30/22

Posted on in Customer Service Tip of the Week Please leave a comment

Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others.

The Good…

Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs with us.  We are constantly improving our services by being good listeners.  You can contact Jim Smith, CEO of Acme Paper Products directly to voice the good, bad and ugly.

The Really Good…

I read this article a couple months ago:  3 Customers Showed Up at a Starbucks as It Was Closing. The Barista’s Response Was Completely Unexpected. The customer showed up 3 minutes late after closing, but the employee still took and filled the order.  At the drive-through window, after the customer apologized for ordering after hours, the employee said: “No problem. We love making your favorite drink, and we’re always happy to make it!”

The Ugly…

Robert needed to contact a DMV fraud department.  The website said they are open Wednesday/Thursday 9-10am.  He waited from Friday to Wednesday to call them.  He called Wednesday, and the phone line said they are open Monday/Tuesday/Thursday 8-10 am.  So, he waited another day and called during open hours.  The phone tree said, “We won’t respond to messages left on this line,” and then it told him to leave a message.

Look at these three stories, and find your own lessons learned for yourself or for your organization. See what good you can pull from each, and try to avoid the ugly from story #3.

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When They Want to Talk to Your Boss – 8/16/22

Posted on in Customer Service Tip of the Week Please leave a comment

“I want to talk to your supervisor.”

That’s their opening salvo.  Before you can hardly finish your greeting, the customer is asking for your boss.  This is done by a customer who has tried to get an issue resolved, and it hasn’t worked, so they want to go to somebody with more authority.  Also, some customers just immediately go to the supervisor and don’t even give the employee the chance to address the need.

Why Pause before You Transfer

Before you do the immediate handoff, we suggest that you go through a couple quick steps.  Why?  Because you may be able to help this person.  You could save the customer time by them not having to leave a voicemail for someone who is unavailable at that moment.  You could save them the hassle of being transferred or having to talk to multiple additional people.  And you could save your co-workers the time of having to deal with something that may be unnecessary to run by them, particularly if there’s little information shared on the situation.

What Process to Use

Here’s how to handle these situations:

  • Assure the customer that you want to help and you can help, whether that help means getting them to the supervisor or the person over that particular area. Let them know that you’re wanting to help, and you’re happy to set up that conversation.
  • Clarify the situation. Ask them: Just to make sure I understand the situation… or To make sure I send you to the right person… or To ensure you get your need addressed in the best way possible…  Then ask for a few details.  By clarifying the situation, you’re determining if you can help, you’re confirming to whom to send the customer, and you’re enabling yourself to provide background information to the supervisor.
  • Offer to address the need yourself, if possible. This could result in your actually fixing the issue or providing the information.  It could involve your acting on their behalf to engage the supervisor and get back to the customer.
  • Take the Next Step. This is when you let them know what you’re about to do next and when you’re going to do it, whether it is resolving the issue, operating on their behalf, or going ahead and connecting them with the person to best meet their needs.

 
When they want to talk to your supervisor, Assure, Clarify, Offer, and Take the Next Step to make sure that issues get addressed in the best manner possible for the customer, the co-worker, and the company.

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When Passive Voice is a Good Thing – 8/9/22

Posted on in Customer Service Tip of the Week Please leave a comment

It’s all your fault, Mr. Customer!

We may want to shout it from the rooftops, but other than venting and absolving ourselves of guilt, this wouldn’t help much in the grand scheme of things.

We have a customer sitting in front of us or on the phone, and maybe they are to blame, but by blaming them, we are often whipping the emotions up.  And when we’re dealing with service recovery, we want to bring the emotions down.  We can waste a lot of time and energy dealing with emotions and never getting to a solution, so we want to find ways to deal with issues without focusing on blame.

Avoiding the You

Avoiding discussions of blame requires that we avoid discussions of You.  At a high level, we basically try to avoid the Who, and focus on the What and the When.  We literally talk about the issue, what happened, when did it happen, how did things occur.  We spend enough time on the issue only to understand the direction to go with the solution.

And with the solution, again, we focus on the What and the When, the How, and – sometimes – the Who.

So how do we avoid talking about who caused the issue?  Sometimes it’s very easy – just talk about what steps were taken without saying who took those steps.  We literally avoid the word You, and we actually use a little passive voice (When this happened… or This occurred after…).  Those are softer ways to describe an occurrence than You did this… You caused this… This problem was created by you.

Getting to the Solution

Again, we want to understand the issue well enough to get to the solution, but we don’t want to be mired in the emotion.  Sometimes it pays not to focus on who is right and who is wrong.  Instead, we need to focus on getting to the right solution as quickly as possible.

The next time you find yourself in one of these service recovery situations and the customer’s clearly in the wrong, focus on the issue and solution, and try to avoid assigning blame.

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