Transcript Chapter 1 -- Key Aspects of Customer Service

Chapter 5
Resolving Customer
Problems and Complaints
Objectives
Describe the activities involved in proactive
problem solving
List reasons that customers complain and
describe the process for handling those
complaints
Discuss approaches to use when handling angry
customers
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The World of Customer Service, 2e
Odgers
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Solving Customer Problems
Use Proactive Problem Solving and Customer
Self-Service (CSS) to exceed customers’
expectations by anticipating and solving
problems before they occur.
Example: At the time of sale, educate and inform
buyers about extra costs and possible delays.
CSS empowers customers to go to a company’s website
and readily find information, view a bill, analyze
service usage, compare rate plans, order new products
and services.
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The World of Customer Service, 2e
Odgers
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Solving Customer Problems
When writing service-related email to customers,
remember to
Restate the customer’s question in the opening
paragraph of the email
Use headings to organize the email
Make the email brief by linking to detailed
information online
Use consistent formatting to indicate procedures or
instructions
Write for easy reading and comprehension
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The World of Customer Service, 2e
Odgers
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First-Call Resolution (FRC)
FCRs are calls that CSRs resolve on that
first call by the customer.
FCRs positively affect a company’s bottom
line because nearly 80% of the time and
cost of providing customer service is spent
on service resolution.
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The Quiet Customer
Categories of the Quiet Customer
1.
2.
3.
4.
5.
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The Satisfied Client
The Accumulator
The Thinker
The Runner
The Busy Bee
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Resolving
Customer Complaints
The overriding
reason
customers
complain is
because their
expectations for
the product or
service have not
been met.
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Why customers complain:
Poor service or product quality
Lower prices elsewhere
CSRs lack of knowledge
Company policies that create
bureaucracy
CSRs inability to solve
problems
Inflexible service
Slow responses
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Steps in the Complaint–
Handling Process
1.
Screen and log in
information
2.
Listen
3.
Empathize
4.
Solicit feedback
5.
Apologize
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6. Deliver bad news
positively
7. Take ownership
and formulate a
solution
8. Communicate a
solution
9. Follow up
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Problem-Solving Process
(Five Steps)
1.
2.
3.
4.
5.
Identify the problem
Analyze the problem
Identify decision criteria
Develop multiple solutions
Choose the optimal solution
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Dealing with
Unruly Customers
Why customers get angry:
The customer didn’t get what was promised or
what was expected.
Someone was rude to the customer.
Someone was indifferent to the customer.
No one listened to the customer.
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The World of Customer Service, 2e
Odgers
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Customer Emotions and
Service Recovery
When customers are dissatisfied, they become
difficult, frustrated, and quick to anger.
A genuine apology is an excellent first step to
diffuse customer anger.
Know the difference between trigger phrases and
calming phrases when dealing with customer
emotions.
Service recovery examples: cash refunds, credits,
discounts, and apologies.
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The World of Customer Service, 2e
Odgers
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