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Customer Service 101

We're fortunate at Winters Productions. In the four years we've been in business for ourselves we've had only one complaint from a customer. I won't go into the details but to sum it all up - we were expected to be mind readers. But as I said, we give thanks that most of our customers aren't like that particular young man. Our clients usually are communicative. They know their own products and services and they have some idea what they are looking for, even if they're not quite sure how to say it themselves. 

But for many of our readers out there you might be in a business where situations happen beyond your control and as a result, customer tempers flare. Being in one of these type of customer services positions once upon a time myself, I can relate to the irate customer.

So when this happens there are steps you can take to 'defuse' a situation: 

• Assure the customer that you are listening but do it in a polite and sincere way.  It's annoying to a customer when they believe the company doesn't care. So let the customer air their grievances and don't just hear, but listen to, what they say. Above all else, don't take it personally.

• As they speak write down the points relevant to their complaint. And remember the goal is to help the client, not win an argument. Again, it's not personal.

• Once you've got all the point written down go back over them with the client to make sure you understand their complaint correctly.

• Continue to keep your cool. Once more - it's not personal. Customers will try to provoke you into a fight but stay calm and stick to the facts.

• Assure the customer you are on their side. Let them know you understand how frustrating situations can be at times but they've found someone willing to help them. Assure them that, with their support and patience, you'll find answers to their concerns.  Often a client might say,  'I've heard that line the first three times I called'. Instead of automatically defending your co-workers and provoking an argument, assure the customer with a sincere statement such as, 'I can't speak for anyone else here but I promise I'll get to the bottom of the problem'. Believe it or not, this usually calms people down instantly because they feel you have listened to them. And if the customer did make such a claim, ask your co-workers - in a non-judgmental way - if they've heard of this complaint before from the customer. They too might be waiting for the same answers from a third party. Inform your co-worker that the customer has called back and ask that they give the customer an update or, if they don't have time, offer to take over the inquiry yourself so the situation gets resolved.

• Before hanging up thank the customer and don't offer a vague answer of when you'll get back. If you need time to research their concerns tell them so but give them a day that you will call back and stick to it. Even if you have no answers yet CALL THEM. By simply touching base to tell them that you are still working on the problem you give them the confidence that they have not been forgotten and that you are sticking to your word. 

About the Author: Winters Productions (www.wintersproductions.com) offers affordable copywriting and design services for small to large business.