When customer service is like speaking a foreign language
Maybe it’s me.
I called my provider to order a new phone for my son. They asked what color he wanted. I said black. The customer service representative said “we also have orange, blue, green, yellow and red.” I said, I’d like black.
He said we’re running a special. You can get a free phone if you install another line. I said no thank you, we have enough lines.
He said, “But this is a really good deal, you’ll get another phone too.” I said, no thank you, I don’t need another phone.
He said, “Would you like to save some money?” I said, sure, but not at this time. I just want to purchase the phone.
He said he could save me some bucks if I installed their streaming video service. I said I wasn’t interested. I only wanted a phone, black please.
He went on to explain the features of the much-improved Direct TV service and even as I repeatedly said no thank you, he kept talking, letting me know he could have installers out at my house as early as tomorrow. I said, I just want the phone.
He asked, what color? Again, I said black. I only want one phone. Black. No additional lines and no other services.
Maybe he wasn’t fully listening. Maybe he struggled to comprehend. Maybe he was instructed to upsell. Maybe I wasn’t being as clear as I could be, so I tried not to get irritated at him.
Then as he was processing my order, he said, can I have a number to call you back? Why, I asked. I’m having a problem and have to reboot the system.
When he did call me back, we had to start over because his computer lost my information. Fortunately, he remembered the color I wanted was black.
I read an article that proclaimed good customer service is about being judged by what you do, not what you say. The writer believed if you give something away for free or throw in an extra, you’ll score points with the customer.
Wouldn’t it be great if it was that simple? It’s not. True, people appreciate extras and freebies. The phone guy waived activation and shipping fees which I greatly appreciated. However, I believe the root of good customer service is good communication skills.
RULE #1 LISTEN BEFORE SPEAKING
There are few things more exasperating than telling someone what you want and then have to repeat it because they weren’t listening. Even if you’re trying to ‘sell’, listen first, talk later. Don’t interrupt.
RULE #2 REPEAT TO REVIEW
To show you are really listening, paraphrase or repeat what the customer has said. As an example, the representative could have said, Ms. Friedman, I understand you would like a black phone. Can I interest you in additional cost saving services? I still would have declined, but I would know he heard me.
RULE #3 ASK IT DIFFERENTLY
If the customer tells you no thank you, respect that. Instead of asking the same question again, ask it differently. My customer service rep might have said, yes, black is a popular color. Are you familiar with our new line of colors?
This morning, I called my car dealer to speak to the general manager. I told her I knew Jerry wasn’t in which is why I’d like to be connected to his voicemail. She said, “Jerry isn’t in yet.” I said I know, which is why I’d like to leave him a voicemail. She said, “do you want me to connect you to his voicemail?” I said yes. She said, okay, but he’s not in yet.
Maybe it’s me.
Or maybe her morning coffee hadn’t kicked in. Whether speaking by phone or face-to-face, failure to effectively communicate can rob you and your company of opportunities.
Recently I called my bank to dispute a charge. The local branch referred me to the corporate offices. They said no one was available to help me so someone would call me back. Two days later, I received an email from a customer relations manager saying he tried but had not been able to reach me by phone.
However, there were no voicemails, no texts and no record of him calling on any of our phone lines. I e-mailed him back, no response. I called and reached his supervisor, who apologized and said he’d get back to me. He never did.
Putting poor customer service aside, this bank is missing huge opportunities to turn negatives to positives. Even if the rep was reprimanded, his supervisor should have followed up with me. While the bank has thousands of employees who may be caring customer centric people, to the customer, both the representative and his supervisor became the face of the company. The failure of these people to show concern can reflect on the entire company.
It only takes one negative encounter with one person to spread like wildfire. She tells her family, friends and colleagues what happened. They tell people they know. If she posts on social media, no telling how many will see it. Not only do you have a potential PR crisis, but you risk losing prospects, customers and revenue.
Communication works two ways. It can promote great reputations or spread bad ones.
So, whether ordering a phone, trying to leave a voicemail or dispute a charge, remember communication is a two-way street. It requires a speaker and a listener. Either one can be misunderstood.
Sometimes you are at fault. Other times, even if we hate to admit it, maybe it’s me.
