How to Achieve the Customer Service Experience You Desire
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Chapter 1: The Importance of Collaboration in Customer Service
Good customer service relies on the participation of both the client and the service provider.
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Recently, I received a message after an online chat session that left a lasting impression. It was from a representative named Holly (pseudonym) from a business I interacted with. She expressed gratitude for my patience and positivity during our exchange. I approached the chat feeling frustrated but hopeful, ready to articulate my needs.
With years of experience in customer service—spanning from waitressing to establishing a customer support team for a startup—I learned that kindness is often the simplest yet most effective approach. My interaction with Holly was quick, smooth, and concluded with mutual satisfaction.
Was it mere chance that Holly was my representative? Or can customers take steps to foster a more favorable service experience? I firmly believe it’s the latter. Here are six guidelines for receiving the customer service you desire:
Section 1.1: 1) Be Prepared
Customer service environments are often bustling. You’ve likely experienced long waits on the phone, lengthy lines, or delayed email responses. To enhance your experience, come ready to engage.
Avoid being that person who delays the process at the airport ticket counter by fumbling for their ID after a long wait. This can be incredibly frustrating for the agent.
- If you're inquiring about a product, have the product and serial number at hand.
- If facing a technical issue, prepare to demonstrate the problem.
- If checking on an account, ensure you have your account number and login details accessible.
- If seeking a refund or return, familiarize yourself with the company’s policies beforehand.
Also, be ready to wait. Bring a book, scroll through social media, or tackle some emails while on hold. Simply staring at the clock can make time drag on.
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Section 1.2: 2) Set Realistic Expectations
Once you have the necessary information, also prepare your mindset. If you anticipate a poor experience, that’s likely what you’ll encounter. Remember, the representative genuinely wants to assist you.
Approaching the situation with a collaborative mindset can lead to a positive outcome. Ensure your expectations are reasonable and aligned with your issue. For instance, don’t expect a full meal refund just because your drink was unsatisfactory.
Communicate your situation clearly:
> "Hi Customer Service!
>
> In April, I ordered a product (Order Number: XXXXXX) and found it broken upon opening. I apologize for the delay in reporting this as it was a gift. I hope you can assist in resolving this issue."
Section 1.3: 3) Clearly Outline Your Issue and Desired Outcome
When discussing your case, provide relevant information succinctly. The representative may not need to know every detail about your day; keep the focus on your issue.
Be specific about what you want—whether it’s a refund, an apology, or a resolution to a technical problem. Most representatives aim to help, and clarity helps them assist you better. If your request falls within company guidelines, that’s fantastic. If you had a particularly negative experience, let them determine how best to address it.
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Section 1.4: 4) Practice Kindness
As my husband often says, kindness can yield better results with less frustration. Customer service roles are often challenging, frequently involving interactions with unhappy clients.
Recognize the human on the other end of the line; they are likely not responsible for your issue. Start the conversation with a warm greeting and a simple “How are you?” This approach helps to humanize the interaction and sets a constructive tone.
Section 1.5: 5) Provide Constructive Feedback
When your customer service experience is positive, share that feedback. Positive reviews can have a significant impact on employees and the overall service quality.
Conversely, if your experience is less than satisfactory, consider addressing the issue with management before airing grievances publicly. Negative reviews can be damaging, especially for smaller businesses. Aim to write a review that acknowledges the resolution of your issue rather than simply expressing dissatisfaction.
Section 1.6: 6) Use Threats Sparingly
While I don’t recommend starting with threats, sometimes you may feel compelled to escalate the situation if kindness and optimism haven’t yielded results.
Expressing your intention to discontinue using a service or to share your experience with others can be effective, but do so without being aggressive or personal.
“I feel my issue remains unresolved. I hope you can assist me further, but if not, I may have to reconsider my business with you.”
As you engage with customer service next time, I hope these tips resonate with you. And for those in service roles, thank you for your dedication!
Gail Sawchuk has extensive customer service experience, from waitressing to developing customer service strategies for a startup. She offers her expertise in crafting customer response templates for small businesses.