We all get bad calls. Every so often, a call will come along which will just does not go well for all parties concerned.
When that happens, and it will, take a few minutes. Get out of the queue, get up, take five minutes or however many you can manage. Remember that the call wasn't about you as a person regardless of what the customer said - the call was about the customer being frustrated that he could not do what he wanted to do.
Even though some customers get angry and even abusive at you on the phone, you are not the target.
Wednesday, May 25, 2011
Monday, May 23, 2011
Not my job
The three words which will kill your customer's experience faster than anything else are these: "not my job".
Customers call into Tech Support because they have a problem with something - something they may not understand at all other than knowing that it's on their computer. Sometimes that something might not be with the product you're being paid to support.
Be willing to take 30 seconds, do a quick web search, and at the very least aim the customer in the right direction for assistance. Tell your customer"I haven't been trained to support that, but here's what I found that might get you what you need..."
... You can help even when you don't know the solution.
Customers call into Tech Support because they have a problem with something - something they may not understand at all other than knowing that it's on their computer. Sometimes that something might not be with the product you're being paid to support.
Be willing to take 30 seconds, do a quick web search, and at the very least aim the customer in the right direction for assistance. Tell your customer"I haven't been trained to support that, but here's what I found that might get you what you need..."
... You can help even when you don't know the solution.
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