I have to share my customer service story with you. I guess I’d better begin at the beginning.
I’ve been trying to get a SSL certificate (it certifies a website is secured) for SharonMichaels.com for over a week. It’s not that there’s anything wrong with my website, there is something wrong with the communication between two tech companies.
I won’t name the tech companies BUT they are BIG names in the industry. Neither of them seems to be able to tell me why my certificate is not displaying. It should have been activated a week ago. Each is pointing fingers at the other and no one is giving me answers or a solution. Needless to say I am so frustrated at this point I am about to spit nails.
With all that said, I asked myself what I expected them to do for me. I’ve written my thoughts in this post. I don’t think my expectations are unrealistic – what do you think?
1. Know your products or service.
My web hosting company charged me twice for the same product. Why? Because the customer service representative did not know what I was talking about even though I was reading the product description directly from their website. Ugh! Now I’m going to have to deal with customer service in billing to get one of the charges removed. Are you feeling my frustration?
2. Be patient and be polite.
The gentleman I spoke to was getting impatient with me. He was polite, but there was an underlying agitation in his manner. I was bothering him. I got the distinct feeling all he wanted to do was get me off the phone, take his break, pick up his pay check and go home.
3. Listen, listen, listen!
I realize I am not their only customer. BUT I got the distinct impression with both companies that they were trying to finish the call in a certain amount of time and listening to what I was saying. They were trying to come up with answers before fully understanding my situation. Two times I received advice about something that didn’t pertain to what I was saying. Then, I got transferred to a department that had not nothing to do with why I was calling and she acted like I was bothering her. In a nutshell: I spent a lot of time on hold listening to loud cheesy music. Are you feeling my frustration?
4. If you don’t know something, say so.
There is no shame in saying, “I’ll get back to you with that answer.” Don’t try to fix a problem if you don’t fully understand the problem. It seemed with every suggestion and every button they pushed, they made the problem worse.
5. Do what you say you are going to do when you say you are going to do it.
I was told an email would arrive within fifteen minutes and after two hours I still hadn’t received it. I called back after several hours and of course got a different representative. I had to start at square one – again for the fourth time. I can’t stress enough, your word is vital to building trust and good will with your customers and clients. As of this posting, I still haven’t received the email. Are you feeling my frustration?
6. Ask questions.
Don’t try to be a mind reader. Listen and ask questions to help better understand the problem and gather the information you need to solve the problem. Ask good open-ended questions!
7. Solve your customer’s challenge/problem is a timely, courteous and competent manner.
This really goes without saying, but I’m saying it anyway.
8. It is not about you – it is about your customer’s hopes, wants and desires.
What does your customer want the outcome to be? You’ll know if you listen, ask questions and understand your product.
Well, as of this writing my problem still has not been resolved. We’ve spoken to numerous customer service reps and spent hours on hold listening to bad music. We’ve spent days trying to resolve an issue that should have been posted on our website within minutes.
I hope my rant helps all of us fine-tune our customer service skills. As a customer I want to feel important. I want my problem resolved in a timely courteous manner. I don’t want to make trying to get my problem resolved my new full time job!
Please, share your thoughts and comments with us. We’d love to hear from you.
Author – Blogger – Coach to Women Entrepreneurs
Owner of WomenWhoWantToSuccessfullyWorkForThemselves.com
P. S. If you’d like to coach one-on-one, join a MasterMind group or become a guest blogger on this blog, please email me at – firstname.lastname@example.org or use the Contact Sharon form on this site.
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