- Stop reading from a script.
If I enter my phone number or account number into an automated prompt, it damned well better be making it to you, Mr./Mrs. Next Available Agent. I'm tired of waiting five minutes in an automated sorting machine just to tell you everything I've already pressed into the keypad. - Check my call log.
Good afternoon, calling customer! I see you've called six times today. I apologize for the troubles, and I'd like to make it right. How can I help you? - Smile.
No kidding. My mom taught me this one. If you're smiling while talking on the phone, you come across much friendlier. Customer service is not just a job, it's a direct relationship to a customer. You wouldn't talk to a customer face to face with your angry mug on, would you? - Keep in contact.
If we get disconnected, call me back. You have my number.
If you're going to have me on hold for longer than two minutes, let me know what the status of things are every song or so. Thanks for staying patient, [name]. I'm still working on resolving this issue, and I'm going to need a few more minutes. Is it alright if I keep you on hold for a bit longer? Or, maybe, Thanks for hanging in there, [name]. Instead of keeping you on hold, is there a good number I can reach you at? I'll need about a half an hour to complete this for you, and I'd rather not keep you on hold. - Don't be afraid to tell me that I've got you stumped.
Instead of repeating things you've already told me, recognize that you're not addressing my concerns (or I'm just completely dense). This goes back to the first bullet: deviate from your script. Explain something in a different way. If we're at an impasse and you're not understanding what I'm asking, tell me that. You look dumb and unconcerned by continuing to repeat yourself. Ask me a question. Let me talk. - Do not -- I repeat, DO NOT -- cut me off.
If I'm calling you, I have something to say. If you let me say it, things will go much smoother. - The customer is not always right.
For real. I'm not always right. But you don't need to be an ass, either. If I'm misunderstanding something, you can very easily explain it to me or point me in the right direction for clarification. In reverse, this goes back to the point above: If you don't know the answer, do not make one up. I'm sorry, [name], but I'm not sure about that. I'd like to find out the answer for us both. Would you mind if I checked with a co-worker for a moment? No customer in this world would say, "Actually, yes. I do mind. Please continue to speak garbage." - Figure out what I want.
I always love it when representatives summarize my explanation. Just to be sure, I think you'd like to return the 18 chimpanzees you purchased and need help printing the shipping label. Is that right?
That being said, sometimes you need to get crafty. The customer doesn't always know what they want or which resolution will make them happy. Sometimes they just want to vent. In that case, it's not your job to be a punching bag. If you can't do anything about my concerns, transfer me to the manager on duty. - Don't tell me there isn't a manager.
On rare occasion, I've been told that there isn't a manager to take my call. That's nonsense because I know that no company in their right mind would leave you unsupervised. If -- for some completely bizarre reason -- there really isn't a manager, always give me a time and direct number to speak with someone. - Be tactful with your questions.
Yes/no questions have their time and place, but so do open-ended questions. Be mindful of which one you're choosing because you'll get varied results in each case. - Summarize.
Thank you for your time, [name]. This evening, we were able to print labels for your chimpanzees, we've gone over the return instructions, and I've provided you with a reference number in case you'd like additional assistance. Before we end our call, is there anything else I can do for you?
Your mileage may vary. See store for details.
/j
