Having a problem with a product or service is frustrating, but calling Customer Service can be maddening. Among the findings of a 2015 “National Customer Rage Study” by Customer Care Measurement & Consulting, companies may be doing things the wrong way.
Scott M. Broetzmann, president and CEO of Customer Care, says companies sometimes rely on “disingenuous approaches,” which can be meaningless to customers, to internally measure performance. For example, some call centers require reps to say a customer’s name at least three times during a call. But that’s not how callers measure success! In fact, customers become angry when they feel patronized. Nearly 50 percent of “Rage Survey” respondents found the statement “Your call is important to us, please continue to hold” very annoying, and 17 percent say it should be banned. Runners-up were: “That’s our policy”; “We’re currently assisting other customers”; “Your call will be answered in the order received”; and “Can I get your account information again?”
The good news: Callers can improve their odds of a satisfying outcome (Tweet it!). Research recently published in The Journal of Applied Psychology suggested the quality of service received by customers was determined by what customers said to a representative. A few tips:
What techniques do you employ to try to get effective customer service? To join the conversation, click "comments" below.
If you would like to read more about creating a habit around masterful communication, check out our book: Be Quiet, Be Heard: The Paradox of Persuasion.