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Customer Service

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Breakthrough Customer Service:
Best Practices of Leaders in Customer Support

This course: Curing Customer Confusion
heads off customer problems before they happen.

Customer Service Books

A short lesson in customer service

The customer isn't always right. Your job as a customer service representative or manager is to make the customer feel right.

Sometimes, that involves an education process. Don't need to say "You are wrong." Some tips in handling customer complaints:

  • First, listen to the customer. Don't interrupt.
  • Really listen. Don't judge, just listen.
  • Don't argue. If something is wrong, mentally note that. You don't necessarily have to point out the error.
  • Express to the customer the main point. "So, do I correctly understand that your main point is?"
  • Contrary to what lawyers say, it really is OK to admit you're wrong. You can even say, "That's ridiculous and I'm really sorry you had to put up with it. Now my goal is to try to make it right."
  • Make promises only if you intend to keep them. Don't promise something you merely think you can deliver on. If you're unsure, say something like, "I have some ideas I'd like to run by you later. But I don't want to waste even more of your time by discussing maybes. Can you give me a couple of days to work on it? It probably won't take that long, but can you give me a couple of days?"
  • Follow up.

The Curing Customer Confusion course consists of:

Table of Contents

INTRODUCTION.................................................................................................. 5

THE EFFECTS OF CUSTOMER CONFUSION............................................................. 9

LOST SALES UP FRONT....................................................................................... 10

LOSS OF CUSTOMER.......................................................................................... 12

Example #1...................................................................................................................... 13

Example #2...................................................................................................................... 16

Example #3...................................................................................................................... 18

PRESSURE TO COMPROMISE .............................................................................. 21

Example #1...................................................................................................................... 22

Example#2....................................................................................................................... 24

SHORT-TERM MENTALITY VS. LONG-TERM............................................................ 26

Example #1...................................................................................................................... 27

Example #2...................................................................................................................... 28

FAILURE TO COMMISSION ESSENTIAL WORK ......................................................... 29

EXPECTATION OF BAILOUT ................................................................................. 30

Example #1...................................................................................................................... 32

Example #2...................................................................................................................... 33

CUSTOMER DISSATISFACTION............................................................................. 36

CUSTOMER FEELS “CHEATED” ............................................................................ 37

LATE COMPLETION PENALTIES ............................................................................ 41

RESULTS DON’T EQUAL EXPECTATIONS ............................................................... 45

THE 80/20 RULE ............................................................................................... 46

DANGER!.......................................................................................................... 48

CUTTING CORNERS ........................................................................................... 49

Corner-cutting illustrated .................................................................................................. 51

UNSAFE WORK PRACTICES................................................................................. 54

NONSTANDARD TESTING .................................................................................... 60

REVIEW QUESTIONS.......................................................................................... 63

CAUSES OF CONFUSION................................................................................ 64

EDUCATION ...................................................................................................... 65

Example #1...................................................................................................................... 67

EXAMPLE #2..................................................................................................... 68

EDUCATION TIPS ............................................................................................... 71

ORIENTATION.................................................................................................... 73

COMMUNICATION .............................................................................................. 77

EXAMPLE #1..................................................................................................... 77

EXAMPLE #2..................................................................................................... 78

EXAMPLE #3..................................................................................................... 78

REINFORCING ................................................................................................... 79

Example #1...................................................................................................................... 79

Example #2...................................................................................................................... 80

Example #3...................................................................................................................... 80

COMMUNICATION TIPS ....................................................................................... 82

DOCUMENTING DEFICIENCIES ............................................................................. 84

Example #1...................................................................................................................... 85

Example #2...................................................................................................................... 87

REVIEW QUESTIONS.......................................................................................... 90

CONFUSION TRIAGE ....................................................................................... 91

EXAMPLES OF TRIAGE SITUATIONS...................................................................... 92

TRIAGE RESPONSES .......................................................................................... 93

MORE TRIAGE RESPONSES................................................................................. 96

REVIEW QUESTIONS.......................................................................................... 98

THE CURE......................................................................................................... 99

UNDERSTAND THE CUSTOMER.......................................................................... 101

EDUCATE THE CUSTOMER ................................................................................ 104

MANAGE EXPECTATIONS.................................................................................. 105

ENGAGE IN CUSTOMER CARE........................................................................... 105

COMPLETE THE CONFUSION CURE ................................................................... 109

BE CONSISTENT IN APPLICATION...................................................................... 110

DEVELOPING THE SKILLS ................................................................................. 111

REVIEW QUESTIONS........................................................................................ 113

GOING FORWARD ......................................................................................... 114

 

 

 

 
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