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5 Tips for a Successful Customer Resolution

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Some helpful tips and best practices on achieving a successful customer resolution in the call / contact center. http://www.gomindsight.com/solutions/contact-call-center/

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5 Tips for a Successful Customer Resolution

  1. 1. 5 Tips for a Successful Customer Resolution
  2. 2. It happens to every contact/call center. How you respond can make all the difference. “
  3. 3. v b Every contact/call center agent has at least one or two stories about an irate customer. It is both the worst nightmare and an inevitability of every contact/call center. While your organization may sincerely try their best to deliver an impeccable customer experience, there still will come a day where a customer call turns sour. Here are some helpful tips for achieving a successful customer resolution.
  4. 4. Remain Calm. Though obvious, it needs to be stated. The absolute worst thing a contact/call center agent can do is match the customer’s level of anger. It will only serve to exacerbate the situation and guarantee an unfortunate conclusion. Remain calm and maintain your patience when dealing with an upset customer. 1
  5. 5. Listen. The customer is clearly upset, and that anger is coming from a disconnect between their expectation of service and the actual result. Let them explain the problem to you without interruption. It can be helpful to put your end of the call on mute so as to prevent the urge to interject. This will also give you some time to collect yourself and prepare a response. 2
  6. 6. Use the Customer’s Name. There is power in using someone’s name. It establishes a connection, and conveys to the customer that you’re speaking to them as a human being and not as an account number. Before using a first name, be sure to ask, “May I call you Tiffany, Mrs. Johnson?” The customer may want to maintain a level of formality, and that should be respected. 3
  7. 7. Focus on a Solution. Apologies are cheap. You should absolutely apologize in the conversation, but if that is all you’re doing, it is going to be ineffective. After listening to the customer’s complaint in full, steer the direction towards what you are going to do to fix it. You need to change the focus of the conversation from their anger (a negative) towards your solution (a positive). 4
  8. 8. Send a Follow Up Email. After the call is complete, send a follow-up email thanking the customer for their patronage and for bringing this problem to your attention. Offer additional assistance and an open door if they wish to contact you again. It gives you the opportunity to get the final word in after the call, and hopefully leave the customer with a good impression. 5
  9. 9. The Real Work Begins After the Call… Click here to learn more!

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