All of us have had to deal with customer service representatives in some fashion. Whether it’s on the phone or in person, every once in awhile it’s a horrible experience.

My theory on this is that customer service isn’t taught as much as “technical” expertise, being used here to mean learning about whatever the product is so that if a customer asks a product question it can be answered. Sometimes they don’t know it all after that either, but they at least have a working knowledge of it.

Good customer service processes are another matter. Last summer I did a post about Best Buy’s lousy customer service, something I experienced again last weekend (though it happened to someone else), but we all know that it’s not just them. It’s a pervasive problem. And to add to that it’s not just customer service people; anyone who deals with the public is a customer service representative, no matter what level they’re at.

I’m going to address the issue, but I’m only going to address it as it pertains to people you see in person. Telephone customer service is an entirely different thing, and I’ll get to that one later. So, for all you customer service folks, or for those who know someone that does customer service who should learn some lessons, this post is for you.

1. If you see a customer standing around, go to them. Two paragraphs above I mentioned a problem at Best Buy last weekend. There was one customer at a counter with 5 Best Buy representatives all standing around one terminal trying to figure something out. Meanwhile my friend and I and at least two other people were standing nearby waiting for someone to come help us out. If it had been just me I might have left, but my friend really needed a part for her computer. If you’re free, help a customer out, even if it’s just to try to get someone else to help them.

2. Don’t even condescend to a customer. You may think you know more than the customer about a specific product but it’s more than possible that the customer might know more than you overall. These days many people research products before they go shopping, but might not remember all the little options that each product has.

3. Don’t use a customer’s first name unless you either ask them first or ask them their name. I know that many people are taught during orientation that all customers love it when you use their name; trust me, they don’t. Many of us go by nicknames and thus no one ever calls us by our real first names. Hearing it can be jarring and off-putting from someone we don’t know.

4. If a customer starts getting really rude and riled, go get a supervisor. We know you’re trying your best but sometimes trying to solve a customer’s problem when they’re really angry is something you’re not going to be able to do. Most people will alter their behavior if a person of authority, someone they feel can solve their problems, comes on the scene.

5. Try to make sure that it’s not your fault that a customer isn’t satisfied. The overwhelming majority of the time customers are upset with everything else except you; it just happens that you showed up at the wrong moment. No sense getting into a battle with a customer if it’s not your fault. But make sure you don’t cause it or escalate it. There was a recent news story where an airline employee threw a slanderous remark at someone as they were leaving that they didn’t hear, but someone else heard, a celebrity no less, and he called the guy out in public, prompting the other customer to come back, and, well, you can imagine the row. Learn this street motto: “Don’t start none, won’t be none.”
 

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