Having a failing customer service means having angry customers as a result. To avoid adding fuel to the fire when your customer service is failing, there are some things you should never do to move from it.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Delaying angry customers or playing tricks on them is dangerous. Think of a situation where you meet a customer who is simply not willing to stop until an issue is solved, yet you’re playing delay games with them.
As a customer service agent, avoid transferring the customer from one person to another as he expects you to solve their issue (s). It gets even worse when the person you transfer him to becomes mysteriously unavailable.
The other thing you should avoid is always going by your customers’ rules. The fact that you as a company are on the wrong does not give a customer mandate to order what is to be done for them. Customer service agents should stand on their feet and do what they can to get out of a tricky customer service situation.
Overall, there is no point in overreacting to poor customer service. Learn to accept the fact that you have failed in satisfying customers, and begin to think of strategies to get you on your feet once more.
With Yonyx, you can reduce instances where you have to fail at serving customers at lower costs.
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