Customer Service Helper

Ever Had a Phone Thrown at You?

Working in retail customer service, I thought I had seen it all. Then I had the customer who brought in a 5 year old phone one day that had died on him. It had been a long day, with more problems than I could count, and I forgot everything I knew about dealing with problems. Without even thinking about it I told the customer that the phone was out of warranty and there was nothing that I could do for him. A few choice words later the phone came flying across the counter at my head. I had to have the customer removed by security and I am sure he never came back.

The funny thing is I have had lots of training in customer service. I did 20 years in retail sales and management. I KNOW how to diffuse customer situations, I just let the day get to me, and didn’t do what I knew was right. I have no one but myself to blame for the outcome of the situation.

When approached with a customer issue there are a few basic things to keep in mind that will make the interaction much easier, regardless of the final outcome. Don’t approach a return or upset customer as a “problem” approach it as a challenge. Don’t immediately tell the customer what you can or can’t do for them. LISTEN. Use active listening and paraphrase back the customer concerns. In the case of my phone customer the complaint was that it kept cutting off. If I would have replied back “So when you are in the middle of a call it just shuts down? Does it do this every time, or just sporadically?” I would have started a discussion and gotten more information. By repeating back and probing for more information you may discover a way to help the customer.

Always show the customer that your are not just listening to their problem but that you are HEARING them. One great way to engage the customer and show that you are involved in their issue is by subtle use of body language. Get the counter out from between you. Lean towards the customer when they speak. Keep your posture relaxed. If you can do it without looking obvious, subtly mirror their posture. Tip your head the same direction as them, position your feet similarly. It is subtle, but it tends to make people more comfortable.

The one thing that you never want to tell a customer with a problem is “No” You want to find a way to say “Yes.” Not all situations will allow you to give the customer what they ask for, it doesn’t make good business sense. In most situations though, there is a resolution to be found. With my phone customer if I would have probed a bit deeper I would have discovered that the battery on the phone was also 5 years old. I would have told the customer “Wow, I have never seen a battery last that long, you must have taken very good care of it.” I could have offered a 10% discount on a new battery and let him know that if it didn’t take care of the problem, the new battery could be returned. There was a way to say “Yes” I just didn’t do it.

Treat your customers with problems as people, be sympathetic, and work to find solutions. Long run it will serve you well.

After 20 years in retail management and sales Trish Saunders stepped out of the 9-5 and focused on bringing her experience in real world sales and customer service to the online marketplace. She has written numerous reports and e-books on customer service and product management. Visit http://www.ezresaleprofits.com to learn more about making customers for life and instant affiliate profits.