The phone rings. A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called. The big question is… how long before the customer called […]
The phone rings. A customer service representative answers the phone and hears about a problem a customer is having.
It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? Maybe it happened two minutes ago—or maybe it was two days ago. Regardless, the customer called at that moment and the customer service rep has no idea, unless they ask, when the problem occurred. This gap in time is out of the company’s control—it is the customer’s decision when to reach out.
If a customer is upset about the problem, regardless of how recent it is, you must immediately eliminate the customer’s pain from the moment they attempt to make contact with you. That was a big point my friend, Ralph Dandrea of ITX, asked me to address in my recent speech at his companywide meeting. It’s not that he has a problem with customer service. On the contrary, ITX prides itself on its excellent service. He wanted to remind his team how important it is to recognize this customer pain point. By the way, that’s what great companies do. The reason they are great is because they work hard to stay great. It’s not a destination, it’s a journey. But I digress.
So, what can cause additional friction and pain to the customer? Here are some examples:
Not one customer that I’ve ever interviewed has said they like waiting on hold, getting transferred numerous times and repeating their story. There’s no reason to cause any more pain. On the contrary, the support call should go so well that you train your customers to want to call you when they have a problem—because they know they can count on you.
It doesn’t matter whether your customer reaches out to a traditional contact center or to anyone else in the company. The customer’s pain from a problem started before they reached out to you! It is in your best interest to ease their pain as quickly and efficiently as you possibly can. Then your customers will have no doubts about whether or not they can count on you in a crisis. That is how you create customer amazement!
Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright © MMXX, Shep Hyken)
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA