How would you change customer service?

Question

I work in customer service, in a call center, and constantly strive to give the best customer service possible! I personally haven't had the chance to call many places and experience customer service from the other side of the phone.

I'm hoping some might be able to share stories of really good, and really bad customer service with me-- specifically experiences you've had over the phone. In addition to that, maybe some tips on how you personally would change customer service?

Thanks for your time!

Answer 1

Make sure that the customer truly understands the problem and how to solve it. Check back in a couple of days to see if they were able to solve their problem

I have had people tell me very quickly how to do something on the computer to solve a problem and it did not work.

Was unable to get hold of them again

Answer 2

Here's something I learned in a CS course I took years ago, and it continually amazes me how FEW people KNOW this or USE this "tactic"....

NEVER BE SORRY for something.... rather ... APPRECIATE the customer for whatever it is.

Have they been on hold for a long time?  "Thank you for your patience" instead of "Sorry for the delay."

An error in an order that they are complaining about?  "Thank you for letting us know of this, we will correct it immediately" instead of "I apologize for the error."

Bad service of any kind?  "Thank you for informing us of this situation... we will address it immediately!  Your feedback is important to us!" instead of, "We apologize for the inconvenience."

I hear so often how "important" it is to apologize to the customer.  PHOOOOOEY on that!!!  I've called the satellite company on problems with our service, and I keep getting DRONED in my ear, "We're sorry for the inconvenience" "We're sorry for any inconvenience" "We're sorry..."  "we're sorry..."

ALRIGHT, already, YOU'RE SORRY!!!  STOP being SORRY and DO something!!!

But if I heard something like, "THANK you for alerting us to this problem, We will use this incident to improve our service!"  ... that would take a lot of "wind" out of my sails as a complainent.

Have a polite day.