I am here to talk on “How to Handle Eight Challenging Customer Service Scenarios.
Let me start by quoting President Dwight D. Eisenhower who said “Plans are worthless, but planning is everything”.
In the world of customer service, many would argue that pure “scripts” are the antithesis of great service. That is to say, customer service should be a conversation rather than a cold, lifeless script.
However, given the variable nature of interacting with customers, it’s easy to see how support champs can certainly benefit from some forward thinking in dealing with tough scenarios.
This is where flexible responses—in lieu of pure scripts—can be quite useful. They allow customer service officers to have some ideas of what to say to customers in a tough situation, but also give them the flexibility to adapt and add their own personality.
We ought to know that customers come in various forms and shapes but they all have thing in common- the desire to be served right! Remember, customers do NOT do business with businesses, but rather they do business with their favourite Customer Service Officer. This accounts for why a customer will move his accounts from Bank A to Bank B when the account officer moves.
- When You Don’t Know
When a customer asks a question and you don’t know, don’t beat yourself up for not knowing the answer. After all, your duty is to have the tenacity to make things right, not to be perfect (especially true if you’re new).
The mistake many customer service officers make, however, is in using the knee-jerk “I don’t know” response, which doesn’t help the customer. The customer may be sympathetic that you don’t know, but they’re not interested in hearing about it.
Instead, try commend the customer for his interest in your organisation and great question, and say “let me find that out for you right now!”
Placing the emphasis on the customer’s needs over your own situation (“I don’t know, I’m new here…”) lets them know that it doesn’t matter that you don’t know the answer, because you’re going to do whatever you need to in order to find out for them.
As customer service officers or employees, Know ONE THING about everything and know EVERYTHING about ONE THING!
- When an Item Isn’t Available
No e-commerce store owner or support champion likes to tell a customer that an item isn’t currently available, but there is a much better way to go about it.
One of the most important skills in interacting with customers is the use of positive language.
Here’s an example: let’s say a customer contacts you with interest in a particular product, but that product happens to be backordered until next month.
- Without positive language: I can’t get you that product until next month; it is back-ordered and unavailable at this time.”
- With positive language: “That product will actually be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!”
Positive languages eschews negative phrases (“I can’t…”) and instead places emphasis on the solution, which is what the customer actually cares about.
Try finding places in your response where a lot of negative language is present (“We don’t do that”) and see where positive language can be substituted.
- When Transferring a Customer
There isn’t a single consumer out there who likes hearing, “Please hold while we transfer you. Your call is very important to us.”
The problem is, sometimes you do need to transfer customers in order to better help them. The problem is that many businesses don’t seek to help customers understand why they are being transferred.
Here’s a typical unappealing response some reps use to transfer people:
“Sir/ma’am, my apologies, but I’m going to have to transfer your call to Department XYZ.”
Annoying! As a customer, my gut reaction is to think that the wheel of misfortune has begun, and that I’m going to get passed around and treated like another hassle.
Imagine using this language instead:
“Hello Mr./Mrs. _____! Let’s get this problem resolved for you. I’m going to transfer you to our _____ specialist who is the best-suited person to answer your question.”
Hearing that I’m being sent to the resident expert and knowing that the rep who is sending me has my problem in mind is much more reassuring than the vague “Sorry, you’re getting transferred,” response that most companies use.
Few customers will jump for joy because of a transferred call (no matter how you handle it), but it’s better to assure them that the action was taken in their favor, in order to solve their current problem.
- Feature Requests That Won’t Work
Customers can often have some valuable insights on how your product is used and how it could be improved, but your product’s vision is your responsibility, thus the final call is left to you.
If it is very obvious that a feature request a customer has sent in won’t make the cut, you have to be able to tell them so. Promising them to look into their request will give them false hope that can end up with a customer checking in weeks later, only to be disappointed again.
The truth is, you don’t need to be worried about a mass exodus of customers just because you regularly say “no” to many product features.
A great and typical response could be “hey ______, I really appreciate you taking the time to share your thoughts with us. As of this time however, [Feature X] isn’t the perfect fit, and we have no immediate plans to implement it. We do have some other exciting features on our plate, and should anything change about your request, we’ll make sure you are the first to know.”
- Favors that Cannot Be Done
We often hear customers making unreasonable demands and wondering “can’t you bend the rules just this once?!”
To be frank, most requests from customers can be very unreasonable, but every effort should be made to make them happy.
Bob Farrell describes this as “giving them the pickle,” a phrase which refers to a letter he received from an unhappy customer who wasn’t able to get an extra pickle for his hamburger.
We call these “frugal wows,” but the idea is the same—a small request fulfilled can often leave a very positive impact on a customer, which is why it’s almost always worth it to just ‘give them the pickle.’
But what about requests that you truly cannot say ‘Yes’ to? I can give you a very candid story of when this really mattered to me: I was checking in to a very tiny beach hotel with a few of my friends, one of whom had a severe allergy to cats. I vividly remember watching this older couple at the desk while we were checking in, pleading with the employee to let their cat stay (the policy was “No Pets”).
“Please let Mr. Sprinkles stay!”
(I don’t actually remember what they said, but you get the idea.)
If the front desk employee had given way to their request, he would have (unknowingly) made our group upset, trading one potentially unhappy customer for an even bigger problem.
I remember being really impressed with how he handled the situation, and I’ll paraphrase his response below:
“Mr. and Mrs. ______, as much as I like fulfilling our customers’ requests, I’m afraid that the “No Pets” policy we have in place is too important, as it deals with the safety and comfort of other customers. Can I perhaps call around for locations where your cat might be able to stay?”
A stellar response to a pretty wacky request (c’mon, most people should know you can’t bring a pet to a hotel). It can be tough learning how to say no, but bending too much for a single request can result in an even worse situation.
Remember that a customer’s perception of your service quality is greatly affected by how attentive, thoughtful and sincere you are. In an awkward scenario where you simply have to refuse a request, showcasing your empathy and a willingness to find an alternative is one of the best ways to lessen the sting of saying ‘No’.
- A Product is Defective
Having a purchase come up short is very disheartening from the customer’s perspective. I’m sure we’ve all ran into this scenario: after finally convincing ourselves to pull the trigger on a purchase, we wait with excitement until it’s delivered…only to have it arrive broken.
We all internally recognize that even great companies can’t build and ship everything perfectly, but it’s just so frustrating to be the person on the receiving end of a dud.
Showing empathy to the customer’s situation thus becomes very important, following with an immediate explanation of how you’re going to fix the situation. Consider the following example:
“I’m so sorry about that, that’s very disappointing! There might have been a slight mistake in the manufacturing process, or perhaps it was damaged while being shipped. Can I send a new one out to you right away?”
While long, it completes three important objectives: it empathizes with the customer’s frustrating experience, it explains what the problem might be (instead of having a customer assume, “we make crap products”), and it offers a clear and immediate solution.
Depending on what you sell and how you conduct business, you might also add, “or should I send you a full refund?” Either way, know that in this situation it’s the ability to relate with a customer that counts.
In our Institute’s we have a policy of refund for services not satisfactorily delivered. When there is need, businesses should be ready to do repeat business, even if it means securing extra costs in the process. But at the end, the customer is satisfied and he will always come back for more businesses.
- Closing with a Customer
One of the favorite tips in dealing with customers is to make sure that you always “close” a conversation. This has nothing to do with closing a sale, and everything to do with making sure the conversation with a customer is complete.
This is important because the average business only hears from 4% of its dissatisfied customers. You needn’t add to that harrowing statistic by leaving people you’ve helped with an unsolved dilemma.
Your willingness to ensure that a customer is leaving perfectly happy shows them three important things:
- You care about getting it right.
- You’re willing to keep going until you get it right.
- The customer is the one who determines what “right” is.
Try ending your conversation with a phrase like the following:
“Excellent! I’m glad we were able to get that sorted out for you. Before you go, was there anything else I could assist you with today? It’s my pleasure to help.”
Believe it or not, there are some people who might walk away with another problem if they aren’t asked about it. Adding, “I’m happy to help” is a very small gesture you can make that has a big impact: it shows the customer that asking for another favor isn’t being a burden; in fact, you’d be happy to do it.
- Severely Angry Customers
Support champions are often required to act like lightning rods: to take the brunt of an emotional, angry customer despite the fact that it is not their fault.
Sometimes this anger from customers is unjustified, and other times they have a genuine cause for their actions. Either way, it’s often quite hard to win back a severely angry customer (even the best businesses can’t make everyone happy).
However, in dealing with difficult customer, remember the acronym “ASAP”. ASAP here does not connote “as soon as possible” but rather;
- Apologize and never argue: “I’m sorry” is a mandatory response in these situations, even if it isn’t your fault. Consider your “I’m truly sorry about that” as a personal apology to the customer that the experience wasn’t up to their expectations, not that you are to blame.
Most importantly, don’t argue with your customers. What does it profit you to win an argument over the customer but lose his account with your bank?
- Sympathize: As you might have guessed, many times angry customers are just as interested (if not more interested) in hearing that someone empathizes with their situation over getting the actual problem fixed.
Even if you cannot understand a customer (“why are they so angry?”), you can imagine how you’d like to be treated if you happened to be that upset. Even small phrases like, “I understand how upsetting that must have been,” can have an impact on getting the customer to realize that you’re on their team in this pursuit to make things right.
- Accept responsibility: As the ambassador of your company, you accept responsibility for the customer’s unhappiness. Again, this doesn’t make you “at fault,” and it doesn’t give the customer leeway to demand whatever they want, but it does give them someone to talk to instead of being angry at a faceless company (i.e., “I’m very sorry that our product has been so disappointing thus far, but if you stay on the line I’ll make sure that we get this situation fixed for you.”).
- Prepare to help and not blame: be ready to help and don’t blame your customer for his ignorance. If he has answers or solutions, he wouldn’t need your services.
With angry customers, the actual ‘fix’ tends to take up a small portion of the entire support process but the blame takes a great deal of time and adrenalin.
Placing a replacement order likely takes you perhaps seconds, but that fix doesn’t address the underlying problem of the customer’s frustration and unhappiness. These ’emotional’ fixes are often the most important element: refunding someone may take you 15 seconds, but did you make sure enough time was spent trying to help them calm down and leave happy?
It’s hard to come up with a perfect solution for a customer in this state, and know that even if you handle things perfectly, some people simply cannot be appeased. Don’t let that stop you from making your best effort.
As we conclude this session, remember customers are problems to our businesses but they are the very reasons the business was established and maintained. It is not our business that pays our salaries at the end of the month but our customers. Customers come to our business because they have challenges and are looking for solutions. They come to your business because they believe you can deliver their solutions. Listen to them because your promotion lies in their problems.