To Text or Not To Text?
Monday, 08. 31. 2009 – Category: Dial611
Texting is the new way to communicate. By new, of course, I mean preferred among many. It’s rare to be in a group without seeing at least one person grab their phone from their hip and begin to type away with those speedy little thumbs. They finish and put it away, but only to grab it again within minutes to view their new message and respond again.
Texting is convenient for many reasons. It’s fast, impersonal, and it can be screened just like any other form of communication. Articles have shown that teens preferred texting over email, IM, and talking on the phone. That’s obvious by the large amounts of teens that you see continuously texting throughout the day’s activities. But…
Knowing When to Cut Your Losses
Thursday, 08. 27. 2009 – Category: T2 Communications
There are customers who are out for blood each time they call in. Every tiny issue is another notch on their belt against your company. Whether it has been two weeks or six months since their last issue, each time is one more reason for them to spread their stories of disappointment further. They aren’t happy with their bill, their service was slow yesterday, or one minor issue happened for the second time this year; you’ve heard all of the reasons why you are not up to par. They complain because you don’t follow up enough, and then because you call too much.
As a customer service representative, it’s never pleasing to hear that customers aren’t happy. After all, we are…
What to Do When the Customer Knows Too Much
Tuesday, 08. 25. 2009 – Category: T2 Communications
We have all encountered a customer who tests our knowledge about our own products and services. Whether it is the type that researches the products and industry, speaking with an educated tone and using industry buzz words; or the type that listens to hear-say and figures their issue is the same issue their neighbor had the other day. The customer is convinced that they know more than we do. It can be intimidating, especially for the customer service representative who knows their specific product but doesn’t know the ins and outs of the entire industry; or who is trained to trouble shoot one specific service, but not the entire establishment of services. Although these customers can catch us off guard,…
What if the Customer is Right?
Monday, 08. 24. 2009 – Category: Ranger Wireless Solutions
It’s the call center equivalent of “the dog ate my homework”–a customer calling in to explain why the issue they are having with your product or service is your fault. Their stories are often inflated to ridiculous levels, but assuming they are giving us less than the truth puts us in an uncomfortable position. First, we are tuning out the customer and their concern. Second, by tuning out the customer we are projecting an image to them of abrasiveness and disinterest. Finally, by ignoring an issue with our customer we are avoiding what could be a real problem not only for them but other customers as well.
So what can we do to look beyond certain customers’ desire to “cry wolf”?…