A friend of mine recently switched to a popular satellite TV service, but quickly ran into trouble while trying to connect the system to his computer’s wireless router. After puzzling over the instructions posted on the website for 30 minutes, he decided to roll the dice and contact the satellite provider’s customer service line. He knew he was running the risk of being subjected to the aloof, patronizing comments that seem all too common when dealing with IT tech support, but he really didn’t have any other choice if he wanted to get the best performance from his new system.
Imagine my friend’s surprise when the the perky, personable CSR who first fielded his call didn’t even transfer him to tech support, but instead handled his problem herself. She explained to him that they did have IT tech support specialists to handle any complex problems, but the company policy was for all front line CSRs to be trained to handle basic tech support issues just as smoothly as they handled any other customer question. The young lady carefully guided my friend through every step in the set-up process to connect to his router, all the while expressing support and sympathy, letting him know that this could be kind of tricky for anyone who wasn’t experienced in these matters and assuring him that she didn’t mind helping him at all. In about five minutes, he was connected and ready to roll, and far from being a pain, the entire process was very pleasant because this delightful CSR made the whole experience kind of fun.
Dealing with IT customer support ranks right up there with getting a root canal for most people. IT service reps have a tendency to talk right over our heads, using jargon we don’t understand and acting mildly irritated when we can’t follow their vague, tech-speak directions. While IT customer services teams are infamous for doing a poor job of putting customers at ease, this problem can afflict any customer service interaction that involves a complicated issue, especially anything involving a warranty or repair issue.
Anytime a CSR needs to interact with the customer regarding a complex or technical issue, remember these four simple rules:
1. Use a welcoming tone of voice – The customer is probably dreading this experience anyhow, so put him at ease from the very beginning by being upbeat and communicating a sense that you are glad to be speaking with him. Make it clear from the first words you speak that you are looking forward to helping the customer solve his problem.
2. Ask questions to gauge proficiency or understanding – Don’t assume that the customer has any background or skills at all in the area that needs to be addressed. Instead of telling the customer to go to the toolbar or click on the navigation pane, ask them if they know how to locate the tool bar, etc., and go from there. Be careful not to sound patronizing; after all, you are not speaking with a child. Be as matter of fact as you can and collect the information you need in order to best help solve the problem.
3. Avoid using technical jargon – Any kind of technical, legal or repair protocols are filled with acronyms and proprietary language that may mean something to you, but which sounds like gibberish to the customer. If you need to discuss anything in these areas, explain the process in layman’s terms rather than using the default technical language.
4. Be patient. Your customer may not follow directions correctly the first time (and maybe not the second or third), but it is still your job to solve their problem as smoothly as possible. Assure customers that you understand this can be complicated and patiently work with them until the problem is solved or until it is clear that they understand the issues and steps involved to solve the problem.
If you want to keep your customers, don’t antagonize them, empathize with them. No one likes to be made to feel like they are stupid or that they are wasting someone’s time. Your job is not simply to solve their problem, but to solve it in a way that will leave your customer feeling positive about the process.
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Customer Service Quick Tip – Offer a Sincere Apology
Have you ever called customer service with a problem, and after explaining the situation you hear the CSR speak these words: “I am sorry you are having that problem, sir. I will take care of it for you.” However, you can tell by the flat, disconnected delivery that they aren’t really apologizing, they are simply giving you a scripted response. They haven’t done anything to convince you that they really care about your problem or the inconvenience it has caused. So, when a customer calls you, first of all LISTEN to their story and try to understand the situation from their point of view. How would you feel if this problem had happened to you? Then, as sincerely as you can, give them a personal, customized apology. For example; “I am really sorry you weren’t able to finish your project because the network went down. I know that must have been very upsetting. I will see if I can’t fix that for you right now." The customer probably isn’t holding you responsible for causing the problem, but they are expecting you to act like you care that they experienced a problem. A sincere apology will go a long way toward keeping them as a customer.
