How did you get started training customer-service representatives? I did a case study for my doctorate on conflict resolution in which I proposed that a call to customer service can be positive even if the caller’s request is denied. I proved it by working with a utility company nobody thought I could transform.
Why is customer service often so terrible? Many companies simply don’t want to invest in training their customer-service people. Clients say to me, “Why should I train them if they’re just going to leave?” And I say, “That’s the wrong question. What if you don’t train them and they stay?”
So Is it just a matter of training? That, and the fact that performance reviews usually reward shorter calls. So customer-service reps are more concerned with answering the next call than with providing good service to the one they’re on.
From just $107.88 $24.99 for Kiplinger Personal Finance
Become a smarter, better informed investor. Subscribe from just $107.88 $24.99, plus get up to 4 Special Issues
Sign up for Kiplinger’s Free Newsletters
Profit and prosper with the best of expert advice on investing, taxes, retirement, personal finance and more - straight to your e-mail.
Profit and prosper with the best of expert advice - straight to your e-mail.
What makes a good customer-service rep? Good reps don’t go from a to c without going through bÑand b is empathy. Who are your clients? I work with companies all over the world. I have clients in Asia, South America and the Caribbean, as well as the U.S.
What can we do to get better customer service? Be very direct. Before you launch into a long explanation of your problem, say, “Here’s what I need. Can you help me?” Otherwise, you might talk with the representative for a long time only to end up being transferred to another department.
And if the rep does want to transfer the call? Say, “Okay, but can you stay on the line with me until this is resolved?”
Any other tips? Always ask for the person’s name. And if the rep says she is going to do something to solve your problem, ask her to make a notation in your file as well as send you an e-mail confirmation.
What if, no matter how you phrase a request, you’re still not being helped? When I get really frustrated, I hang up. Then I call back and hope I get someone better.
-
I'm retired with $2.2 million saved and work 2 retail shifts a week for fun. My young colleague just got her hours cut, and I don't need the money. Should I quit so she can have my shifts?We asked certified financial planners for advice.
-
Could an Annuity Be Your Retirement Safety Net?More people are considering annuities to achieve tax-deferred growth and guaranteed income, but deciding if they are right for you depends on these key factors.
-
Older Taxpayers: Don't Miss This Hefty (Temporary) Tax BreakIf you're age 65 or older, you can claim a "bonus" tax deduction of up to $6,000 through 2028 that can be stacked on top of other deductions.
-
How to Search For Foreclosures Near You: Best Websites for ListingsMaking Your Money Last Searching for a foreclosed home? These top-rated foreclosure websites — including free, paid and government options — can help you find listings near you.
-
Four Tips for Renting Out Your Home on Airbnbreal estate Here's what you should know before listing your home on Airbnb.
-
Is Relief from Shipping Woes Finally in Sight?business After years of supply chain snags, freight shipping is finally returning to something more like normal.
-
Economic Pain at a Food Pantrypersonal finance The manager of this Boston-area nonprofit has had to scramble to find affordable food.
-
The Golden Age of Cinema Enduressmall business About as old as talkies, the Music Box Theater has had to find new ways to attract movie lovers.
-
Pricey Gas Derails This Uber Driversmall business With rising gas prices, one Uber driver struggles to maintain his livelihood.
-
Smart Strategies for Couples Who Run a Business TogetherFinancial Planning Starting an enterprise with a spouse requires balancing two partnerships: the marriage and the business. And the stakes are never higher.
-
Fair Deals in a Tough Marketsmall business When you live and work in a small town, it’s not all about profit.
