FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
October 20, 2006 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – It’s impossible for
telecoms to make every customer happy all the time and Phoenix-based Measure-X
urges telephone company customer service representatives to be particularly
professional and careful with the small number of customers who call and are
angry.
“The good news is that about 97 percent of a telecom’s customers are reasonable
people who just want to be treated with respect and feel appreciated for their
business,” says David Saxby, president of Measure-X, a company that specializes
in helping telecoms improve their customer service and sales. “The challenge is
the other 3 percent of customers who can ruin a CSR’s day with a single phone
call.”
Saxby offers the following six tips on how to handle irate customers so that the
outcome is productive for everyone involved.
Tip One: Let the angry customer vent. “Give your customer the chance to
‘get it off his chest,’” Saxby suggests. “When he comes up for air, that is the
appropriate time to say you are there to help. If the customer uses abusive or
vulgar language, let him know you would be happy to help but that you’re unable
to do so under those conditions. Explain that you are going to end the
conversation, but encourage the customer to call back when he has calmed down.”
Tip Two: Put emotional distance between you and the customer. “Your
customer’s anger is not about you,” Saxby says. “It’s his problem, so choose not
to take it personally. Even nice customers can get angry when they feel a
company has mistreated them. Do the best you can to let your customer know you
care.”
Tip Three: It’s not the CSR’s job to teach a lesson. “It doesn’t matter
whose mistake it was,” Saxby points out. “You are not in your job to serve as
judge and jury. If the customer actually caused the problem, you will only add
fuel to the fire by pointing that out. Keep things simple, review the problem
and work toward resolving it.”
Tip Four: Treat the customer with respect. “Most people just want to know
that someone is willing to listen to their concerns and show they care,” Saxby
says. “You don’t know what has happened to the customer during his day. Give him
the benefit of the doubt. Put yourself in your customer’s shoes and ask
yourself, ‘If this was me, what would I want?’”
Tip Five: When all else fails, give up. “Some customers simply will not
give you the opportunity to fix their problem,” Saxby notes. “If the customer
has a track record of abusive language and angry calls, it may be better to say
goodbye to the business, if possible. However, this message needs to be
communicated to the customer by your manager.”
Tip Six: Learn to let go. “It’s not always easy, but don’t carry the
baggage of one angry customer over to your other customers,” Saxby says. “If a
customer has upset you, get up and walk away for a few minutes. Get a drink of
water, take some deep breaths and allow yourself to become neutral before you
take the next call.”
Most customer problems are the result of a lack of communication, Saxby says:
“Focus on helping your customers, not proving them wrong, even when they are. A
kind word, a listening ear and respect will teach them a far greater lesson than
pointing out the error of their ways.”
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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.
