FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
April 7, 2006 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – Customers who call a telecom with a service request
are often frustrated before they even dial because of a feeling of
dread that they have no influence over the outcome.
But there are specific things telecom customer service
representatives can do to alleviate that feeling and they all involve
choices.
“Pretend that you are the customer and you have a service problem,”
says David Saxby, president of Phoenix-based Measure-X, a company that
specializes in helping telephone companies improve their customer
service and sales. “You are pretty sure as you dial that you know what
the problem is and how you think it should be resolved. But a funny
thing happens. The person you end up dealing with has a different
perception of what the problems is and how it should best be handled.
Instead of being presented with a couple of solutions, you are at the
mercy of the telecom and the internal rules that CSRs are instructed
to follow.”
Saxby offers the following thoughts and suggestions for telecom
CSRs about using choices to solve problems and help customers feel
more comfortable.
No. 1. When customers are provided with choices and options
as to how to proceed, they feel more in control.
No. 2. If customers have an opportunity to explain their
preference, they feel as though their concerns are the CSR’s priority.
This allows CSRs to build rapport and goodwill.
No. 3. Providing choices does not need to be complicated. In
fact, it can be as simple as using the right language during the
conversation with a customer.
No. 4. Lead-in statements for helping customers focus on
realistic service alternatives include:
“Here are a couple of ideas for what we can do.”
“I could either … or … which would you prefer?”
“We could handle this one of two ways.”
“Let’s review our options here.”
“We could solve this problem by either … or …”
No. 5. Offering customers a choice is not always an option.
CSRs often don’t present options because they are making the choice
rather than considering any alternatives and asking customers what
they would choose.
No. 6. Offering customers a choice increases their
satisfaction and guarantees their support because they participated in
the decision-making process. It also keeps the focus on what the CSR
can do for the customer.
“So take the time to identify the interactions when you can offer
your customers a choice in the outcome,” Saxby says. “Something as
simple as this approach will more likely help eliminate frustration
for your customers and for you.”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X, call
888-644-5499 or visit its Web site at
www.measure-x.com.
