Job of a customer support executive is quite challenging. From a peripheral level what you see is an agent, speaking over the phone in a professional tone. But he time to time encounters many tensed situations that can’t be avoided. However, if you succeed in responding to a dissatisfied or frustrated consumer with empathy, care and responsibility, you may be winning a long-lasting relationship. Let us see some of the important do not’s of customer service that you must be aware of.
Never tell consumers that what they are demanding is not part of your responsibility
Instead of detailing to buyers about the responsibilities assigned to you and explaining them who is the actual person accountable, try to solve their issue with peace and perfection. Looping in others unless it is inevitable is an unfair practice; it’s one of the most common call center mistakes.
Don’t ask customers to seek refuge in self-help tools
Remember that they reach you for support because he trusts you. Consider this an opportunity to make your brand gain more favouritism. These days,consumers know that they can simply browse the web and get their issues solved most of the times. But still they have opted to contact you. So, it’s unwise to bluntly suggest them self-help tools.
Take the responsibility individually
Most of the times, a typical agent puts forward some statement like – “We will help you.” Well! This may appear to be faultless for many experts in the call center outsourcing domain, but it is always better to use ‘I’ instead of ‘We’. Why? Because, they want personalized service and they are expecting to speak to a person not a company entity. It is always important to stay personal and establish human connection without sacrificing professionalism.
Never demand the customers to hold
“Can you hold?’ is those three words that frustrate them more than anything else. At the same time, there are situations where you have no other choice but to make the customer wait. The best way to deal with such a scenario is to let them know why they have to wait, how long will it take and what can be expected upon return. Make consumers feel that you value them and are stepping back to come up with the best solution for them.
Listen before you leap into the solution
Sometimes, you may be getting calls from an irritated or a confused buyer. He may be shouting initially and explaining a lot of things to you. The right thing to do as suggested by experts offering customer support services is to stay silent while hinting them through signs that you are listening. Once you grasp their actual issues, solve them in the most polite way possible.
Never say ‘I can’t.”
If you want to lose a customer forever, the best way for the same is to tell him that you can’t do what he is demanding. But there are instances when you have to use the word ‘No’. Tell them that you are working on the issue internally and the option will soon be made available. This will send him signals that you actually care for your customers.
If the above points are kept in mind, you will definitely be providing a great level of customer assistance. There are a lot of customer support companies in India that can help you in managing your customer worries and queries. Do a critical market study carefully and entrust the task upon the best one.