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February 2, 2006
CSI: Customer Service Issues
It’s been a pretty tough week at work as regards customers complaining, often bitterly, about this, that or the other thing. In the midst of this, I had a revelation: 75% of customer service seems to be apologizing for things over which you either have no control over or aren’t the remotest bit responsible for.
The center of all these interactions seems to be empathizing with them and their situation, no matter how crazy or invented by them it is. Saying something like “I’m sorry… I know you’ve been waiting a long time,” or “I know that’s not the answer you were hoping for,” or “I understand why you’re disappointed – I would be too,” usually does it. That won’t work on everyone, but when you start out that way, and later they perceive that you’re put off by their bitchiness, they remember how nicely you started out and back off.
Think I could parlay this into a book deal?
Posted by kyle at February 2, 2006 12:42 PM
Comments
Hi Kyle! It is amazing who you can find with google! How have you been? I'm still in Atlanta, thinking about getting out of here soon though. You really like SanFran? I have some friends out there who love it.
Posted by: Mark Watson at February 15, 2006 5:40 PM