мая 23

Американский подход к формуле “клиент всегда прав”

Очень поучительная статья для всех, желающих сделать своих клиентов счастливыми.

I can’t be the only person this has ever happened to. The phone rings at your desk, and when you answer it you have a very unhappy customer on the other end. Never mind that your job doesn’t entail direct customer support, nor that they somehow managed to get around the phone menu to randomly select you. Like it or not, you are now the face of the company and it’s your problem.

It’s nothing personal…

Keep in mind that they are not mad at you. In fact, they don’t know or care who you are, they just want someone to help them.

Count to 3…

Try to stay calm, and keep your voice even and pleasant, no matter what they say. These calls always come at the end of the day when you have just put on your coat to leave, so try not to let the fact that your stomach is growling or you that have to be somewhere influence your tone of voice. The sooner you calm them down the sooner you can leave.

Who are you anyway?

Get their name and contact information as soon as you can in the event that you get cut off or they hang up on you (it happens). In either event someone needs to get back to them ASAP to provide assistance.

Tell me all about it…

Try to get them to tell you what the problem is and who, if anyone, has tried to help them already. This isn’t always easy.


If you can multitask, try accessing the CRM system or whatever other information you can find about the customer. You need to find out what support person or sales team member is responsible for the account. Email, or better yet Instant Message them, to let them know what is happening.

Hey, I know you…

If you have managed to find out about previous trouble tickets, their account manager, or whatever, tell the customer. Knowing that you are being proactive will make them feel better about the situation.

Slowly I turned… step by step…

As long as they are actively ranting, try not to interrupt too much other than to say “uh huh” so that they know that you are still there. Carefully try to get them back on track about the actual problem.

I feel your pain…

Above all, be sure to let the caller know that you are on their side and that you will do whatever you can to help. It’s OK to let them know that you are not in a position to actually fix the issue yourself.

Details, details…

Be sure that the responsible party gets complete information about the problem so that the customer won’t have to repeat the entire story.

Remember me?

Even if someone follows up to help, call the customer back the next day to make sure that there issue was resolved. Your extra effort will be appreciated.

Оригинал здесь: http://marcometc.wordpress.com/

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