Whether your business is a start-up or just small at this time, satisfying your customers should be one of your top priorities. The service industry is particularly cut-throat with regards to the survival of businesses, so substandard customer service that drives away your customers simply won’t do.
Your customer service representatives probably already know the basics: be polite and accommodating, be knowledgeable about the aspects of the business that pertain to them, don’t leave them on hold forever, and so on. Above all else, create a positive impression when your customers are interacting with your customer service representatives: they may spread the word on the good customer service they received, drawing customers sick of competing firms to you.
However, sometimes your customers are too frustrated or upset to be polite during their conversations with customer service representatives, and this is where problems can arise.
Heated language can get thrown around, potentially offending both parties. The actual customer complaint gets brushed off to the side as a pointless argument starts. As tempting as it is to ignore or insult the customer when they’re being rude, it’ll only cause more problems and potentially cause the customer to simply stop using your service.
Assuming the customer isn’t personally attacking your customer service rep, the best way to resolve the conflict before it starts would be allowing the customer to vent their frustrations about the company or their service – this stops the customer from antagonising your customer service staff.
Offering some kind of compensation can also help, so the customer doesn’t feel short-changed. Resolving a conflict before it happens is key to good customer service in the service industry. At the Change Consultancy, we’re excited about taking new technology, methods and workplace philosophy to reinvigorate companies and get them running at maximum efficiency in an age where change is fast and confusing.