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, it is important to remember that they are still calling us to fix the issue and give the details.  We know something that they don’t.

There Is a Reason Why We Do It This Way
It is important to remember that we are the expert in this particular circumstance, which is why the customer still calls us even though they claim to know exactly what is going on.  Sometimes they believe their issues is just a quick fix, while we understand that there will be a list of trouble shooting steps to complete in order to solve their issue.  In these instances, we must maintain our position that it is important to complete these steps together so we can experience the outcome and report it in detail if we have to escalate this issue.

Additionally, it’s okay to ask methodical questions.  The customer may feel as if they’ve told us the entire story and given us the all of the details that we should need to resolve their issue.  However, if there are still questions that need to be specifically answered, we need to avoid rushing and ask them.  Before asking your questions, start with a statement preparing the customer to divulge more information.  For example, repeat the issue the customer has explained and ask if you have it right, then say, “I have a couple of questions that may help me get to the bottom of this faster.”  The customer may not be happy that they have to comply, but they’ll understand and they’ll be happy in the end when your inquisitive approach leads you to fix the issue completely.

Everyone Has Their Own Expertise
When selling a product, it is okay that our knowledge extends only to our specific product and its accessories and competition.  We do not have to be the leading expert on the entire catalog and its history.  Although having that knowledge would help us when meeting these know-it-alls, it’s perfectly acceptable to pass our customers on to another associate who may have the details that the customer is looking for.  If we can’t pass the customer along, it is okay to admit that we know our products inside and out and that we would need to resource another associate to answer other questions.  Being an expert means having specific knowledge, not a general knowledge of everything.

We Are Not Always Comparing Apples to Apples
A customer can sometimes assume that because they know everything about a similar industry, product, or service, that they know everything about yours, too.  It is important not to be intimidated by the continuous blurting of facts and figures that we cannot begin to verify because they aren’t the same in regards to what we have to offer.  Just because we aren’t sure if the customer’s statements are correct about their previous experience with another company doesn’t mean that we don’t know about our own.

Katie Petre works for T² Communications, a CornerWorld company.

Tags: call center, customer service, expertise, Katie Petre