What could be more frightening than zombies, witches, and serial killers? For those who work in customer support, a single tricky caller can create a bone-chilling horror story to rival even the biggest Halloween blockbusters. Although it is true that you can't please everyone all the time, and there may always be that one customer who will just never be happy, there are some customer support problems that seem to repeat themselves. By learning to anticipate certain scenarios, you can help your team to head these issues off and avoid yet another customer support horror story.
To get you in the spirit of warding off the evils of common customer service mistakes, here's a look at two horror stories, and how to avoid allowing them to happen to you and your team:
Horror Story #1 - Night of the Livid Caller
The story: It was a dark, dark night when Jane Doe made the call to your customer support department. Upon being connected with a customer service representative, Jane provided all of her information, and explained (in detail), why it was that she was calling, and what type of help she needed. After a five minute schpeel, the customer service agent apologized for Jane's problem, but stated that he or she was unable to help her to find a resolution; instead, Jane would need to be transferred to someone else. After being put on hold and re-directed to another representative, Jane was forced to, once again, repeat the entire story. After attempting to assist Jane, the customer support agent was unable to find a suitable solution for the problem, and Jane asked to speak to a manager. By that point, Jane was extremely agitated, and upon being asked to repeat her story for the third time, she lost it.
The solution: Anyone would be livid after being required to repeat their information multiple times to different agents. In order to eliminate this issue, it's smart to invest in a reliable customer support software that can capture a caller's information, and track the details of the call. This helps to save time, and makes the customer feel more valued.
Horror Story #2 - Friday with the 13th Call About the Same Unresolved Problem
The story: Everything was going fine in the customer service center, but the day soon morphed into a real-life horror story, as the phones began to ring off their hooks with unhappy customers. At first, the problem seemed to be an isolated case. When a second and third customer called in with the same complaint, it still could have been a coincidence. But when more and more callers began phoning in with the exact same issue, it could no longer be ignored. Unfortunately, the calls weren't all directed to the same agents, and the problems weren't addressed consistently. This meant that the issue was more likely to haunt the call center into the future.
The solution: Once again, it's good customer service software to the rescue. The best programs not only have the ability to help you track calls and problems, but enable you to configure workflows, and customizable business rules to ensure that your customer support agents operate consistently, and regularly direct complaints to the right department. This ensures timely resolution, and a reduction of repeat calls. Finally, data and analytics reporting tools make it easy to spot trends or to identify potential areas where a product or service could be improved.
What is your worst customer service horror story, and how did you resolve it? How could a customer support software help you in the future?