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Informative Articles

Are you driving customers away from your website?
As a business owner you know the importance of marketing your products. Some companies go to great efforts to brand their business image in various forms of media. Newspaper, radio and television are a few of the old standards. Now we are in the...
Are You In Business To Help Customers?
Are You In Business To Help Customers? Copyright 2003 Bob Leduc Customers want to believe you are in business to help them. They don't mind if you make a profit by helping them. But they won't buy from you if they believe you are only in ...
Communicating with Customer Focus
What you say as a Customer Service Professional is key to increasing customer satisfaction. This article focuses on WHAT you should say. Communicating With a Customer Focus Having a customer-focused mindset is important in providing...
How To Hit The Competition Without Losing The Customer
Get over it! If you run any type of business, you're going to have competitors. Even if your product or service is a unique one, soon you'll have copycat products start surfacing. Competition is therefore just a fact of business life and one of the...
What the Taco Bell Manager Taught Me About Customer Retention
I didn't plan to get a marketing lesson. I really just wanted a steak chalupa! But as I went through the Taco Bell ordering line, my day took an interesting twist. I've always been one to give compliments when they were due. So, after receiving...
 
How to Handle Irate Customers

Customer service would be one of the most difficult positions in a company mainly because the majority of people miss the point of it. You see the definition of customer service is servicing customers. Normally, when a client calls your hotline or helpdesk, they want clarification on a matter that wasn't clearly explained before purchase, or let you know that the product they bought is faulty, or find a way to solve their problem.

The majority of people call a helpdesk in the hopes of getting their problem resolved quickly. Having competent people at your helpdesk to solve these problems makes a huge difference in how well your customers are handled. Most people don't like to complain and hope their issue will get solved promptly.

When you get aggressive customers, it is easy to become defensive. A great customer service officer will react with empathy to this situation and will investigate further with the customer of how things have escalated this far. While some people are aggressive thinking that their matter will be solve faster that way, others become aggressive as a result of a bad experience either from your company or another company's hotline.

When dealing with a 'difficult' customer make sure you:

1. Stay calm and polite.

2. Take notes of what the complaint is about.

3. Actively listen to the customer by saying "yes", "I see", and "I understand".

4. When the customer has finished explaining his/herself, go through your notes with him/her to verify if you understood him/her correctly.

5. When both your customer and yourself have been through the notes, explain to him/her what is going to happen next and how your company goes about dealing with complaints. For example, you can tell him that this matter will be taken to the manager and issues


are usually resolved in 24 hours.

6. Take responsibility. Follow up on the issue with whom ever you passed it on before the 24-hour deadline expires and make sure it has been resolved. If it hasn't make a point to call your customer and let him/her know that it is taking a bit longer then expected but that you haven't forgotten about his/her issue. That will keep the customer happy because he/she realises that his/her issue matters and that someone cares about getting it resolved. This customer will not only come back but will most likely refer other people to your business.

7. Alternately, if your business were lucky enough to have a good helpdesk software, these cases would be easier to follow up with. For example, the first level of response would take the call and type in the complaint. If the issue isn't resolved within the normal deadline, it is escalated to the next level - a manager. This second level should be able to solve the complaint and get back to the customer is due time.

Basically, customer service should be perceived as an opportunity to go beyond your clients' expectations and make sure that they are completely satisfied with your products and/or services. Make it a positive experience for everyone - your customers and your staff, by implementing processes that insure issues are resolved in a timely matter and that the details of each issues are readily available in a database that all your staff have access to.

About the author:

Paul Smith is the manager of Auratech Software, a company that specialises in Help Desk Software to help businesses with their customer support. If you would like to read more articles on improving your support or would like to check out Auratech's range of Help Desk Software, please visit: http://www.helpdesk-support.com/better-support.htm

 

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The New York Times Home Delivery - Subscribe
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Customer service - Wikipedia, the free encyclopedia
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CafePress.com : Help Desk : Customer Service
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ...
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Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
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Nashville - Tennessean.com - Middle Tennessee Customer Services
Customer service, advertising or news-related questions or problems (615) 259-8000. ... (615) 242-7253. Email Customer Service customer @tennessean.com. ...
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Customer Service Institute of Australia - dedicated to Australian ...
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The Globe and Mail: Home Delivery Customer Care: Home
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Customer Service from FLORIDA TODAY
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  • work from home and make more money

  • wrapping yourself around the customer

  • writing the book on great customer service

  • your customers are more than a number

  • your diamond mine the lifetime value of your customers

  • you must build a customer list