Customer service is tricky; I notice that more every day. I recently had a customer service experience with one of our service providers that reminded me to take notes and learn from other's mistakes.
I'm sure it has happened to you: you call customer service with a simple question only to have the customer service representative fire back as if you are inconveniencing them. Often the customer service rep may not realize they are treating the customer this way, but for the already frustrated customer, subtle language can mean the difference between a great customer service experience and an extremely poor one.
Take the following, for example:
CS: Customer support, how can I help you?
You: Hi, yeah I'm having issues trying to figure out how to rerun this report.
CS: Ok, I can help you with that. Did you try filling out the report generator?
You: Yep, tried that, but I don't have all the options I need. Can you re-run the old report for me? I don't see a way I can do that on the customer portal.
CS: Sure, but it's going to take me a while to fill out all the forms. It's a lot of cut and pasting, but I guess I can do that.
Fairly subtle language, but in the last sentence, the CS rep turns the conversation around on the customer and implies that the customer is inconveniencing the CS rep. This might be completely unintentional, but it is the message the customer takes away from the conversation. Customer want to feel cared for when they call into a helpdesk. Not in a patronizing, robotic manner (like most large call centers do), but in a "I feel your pain" manner...human to human.
A better way to end the conversation would have been:
CS: Sure, I can do that for you. Will get it going right away. Thanks and have a great day!
We constantly improve our customer service at Laconic for our encrypted cloud software product, Laconic Vaults. We hope your next interaction with us is pleasant and helpful.
No comments:
Post a Comment