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  • How to Handle Difficult Customer Service Questions

    By CrysTelCall On Business Services Comments August 20, 2014

    How to Handle Difficult Customer Service Questions

    At some point, all of us have had to handle a difficult #customer _service question. Whether you have worked in retail, or as an auto mechanic, lawyer, or doctor, you inevitably had to deal with unhappy people who had paid for your services.  But dealing with disgruntled customers does not have to ruin your day.  If you take time to listen carefully and respond appropriately, you can turn an unhappy experience into a long-term #customer_relationship.

    How Do You Identify the Customer's Concern?

    Before you do can do anything else, identify what concern brought the customer to you.  Make sure you listen carefully, taking notes if you necessary, so you can determine what the customer's real issue is.  You may hear a lot of extra information having little to do with the real problem, so make sure you are able to stick to the issue.  Sometimes the customer may have a simple question, but has become frustrated because no one took the time to listen and offer assistance.  If the customer is angry, allow him or her to vent.  But don't merely pretend to listen, as this can make the situation worse.

    How Can You Understand the Customer's Perspective?

    Often, a customer service issue can be dealt with quickly and easily if the customer feels he or she has been genuinely heard.  If a customer feels you are on their side and sincerely want to help, a lot of further problems can be avoided.  Summarize what the customer has told you and repeat it back to him or her to ensure you have understood correctly.

    How Do You Determine What the Customer Wants?

    At times, simply being a good listener can resolve a customer service question. However, the customer will likely want some action taken.  Whether it is monetary compensation, a refund, a discount, something repaired or replaced, or future considerations, it is a good idea to identify this first so you can determine what kind of action the customer wants.  By simply asking what you can do for them, you are demonstrating a willingness to make amends.

    What Can You Do to Address the Customer's Concern?

    Not every customer's request is reasonable.  Nevertheless, you must take their request seriously and determine what is actually within your power.  Nothing is worse than having a customer service representative promise you something they never had the power to deliver in the first place.  Never promise what you are not able to deliver. More than likely, your company has some policies or procedures in place for a variety of situations. If you are not sure, check with your supervisor.  Also, keep in mind that, in some situations, it may make sense to give a little more than you have to in order to maintain a good relationship with your customer.  Word of mouth is often the most powerful tool you have in your marketing arsenal.

    Have You Made the Customer Happy?

    Although you may think the problem is resolved, the customer may not be happy.  It may be because the real problem wasn't properly identified, the solution did not truly satisfy the customer's needs, or it may be because the customer is simply intent on being upset. However, if you have made a genuine effort to address the concern, you have done all that you can do.

    Regardless of your business sector, providing excellent customer service is a key component to success.  Though you simply cannot make every customer happy, if you build a reputation maintained by dedication and service, your business will undoubtedly grow.