From time to time we receive a lot of inquiries about how to get the best service from customer service agents. Whether it's coming from customers, industry experts, or even from news publications, people want to know how to get the best results. The answer it turns out, is simple - stay clam. In today's
Wall Street Journal there's an article about what it's like to be a customer service representative, and how the best way to get results is to stay calm. A lot of times this is easier said than done as most of the time the reason people call these numbers is because something is not working the way it is supposed to. However, staying calm places the customer service representative at ease, thus making them more willing to work out a solution to the problem.
According to the
Wall Street Journal, 70% of the people who call the customer service numbers listed on
GetHuman.com are already angry, thus immediately creating a situation where the customer service representative is less willing to help. The key here is to try and calm yourself. The article advises callers to remain calm and focus on building a relationship with the person on the phone, as they will be more willing to help someone who is calm and not screaming at them. Keep in mind, this is a job which averages turn-over of 25%-300% per year, so the chances of you becoming frustrated with a worker that doesn't know the answer right away are high. We understand that times are tough and people are already on edge, but flying off the handle isn't going to get you where you need to be and only will make you more angry when your problem isn't solved.
I'm sure some of you who are reading this will accuse me of siding with the enemy by implying empathy towards those lowly customer service representative. Not true. I'm merely trying to help our readers get faster, better answers to their problems. We hear a lot of complaints about customer service representatives that are hard to understand, or are unwilling to find a solution to the problem for which you called. Lord knows I've had my fair share of frustrating calls, as highlighted previously in this space. Next time, take a deep breath before calling, relax, and hopefully the call will go smoother than some of the previous times.
For more on the article,
click here.
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Posted by GetHuman on Wed, 22 Sep 2010 3:06pm