Customer service problems to help the employees to look at complaints from customers of clients

Customer service problems to help the employees to look at complaints from customers of clients The majority of workers, entrepreneurs and managers are so close to the problems that often miss what? S directly in front of their eyes. As a customer service consultant and trainer, I often come to help pick up the pieces and see the root causes of scenes.What see the most is the technical staff who have products or services and a solid so that it? I understand why a customer may not be? t see what they see. The usual result is that the employees say? Stupid customer? If you have to ask why the customer should help.Let? s look at an example: recently I was with a client who has said more and more calls from customers who could? t download the file from the Inteet. Every time I saw in his staff assured him that everything works. When I looked into the e-mail, there were 4 or 5, which basically say? Can I? T download xxxxx.pdf?. [More than one indicates that there is probably a real problem or a misunderstanding about how to do it.] The employee checked the download. She worked for him, so his response was to score? It works here. A response CYA, inteally focused. Not a suggestion for what the customer wants, the more e-mail files.After send them an e-mail to the president to ask why does not solve the problem. The President has examined, is a guarantee to staff that there was nothing, and that this is a really stupid customers who didn? T know-how to download. , Thus, the President dropped on the basis of the employee assurances.Let? S to analyze what only happened.Customer 's View score could have said that? T download files from the Inteet. You can see that the client wanted the files that had tried to download, and had even offered to help. But I received no help at all to get what he wanted ... files.Company ViewThe the site has been created to provide a series of sales to customers, starting with the free PDF files, which attempts to download. If the customer is not the file I have? D said 98% of clients fell in the first 3 seconds. It basically says that these 4-5 clients represented approximately 250 potential prospects, with 245 of them away. The employee must try to discover why a client with the problem instead? Work here? Worse, the only customer.   There are two issues clearly missed here: the inability to satisfy the customer? S requires (files). Help your employees to always look at their customers? Perspectives before responding. However, what the customer was looking for another first step. If not? T knows what the customer wants to ask, then deliver.Not solution. Even if you are an employee, was then used to this that before printing the left foot that he wouldn? T recognize a problem created by one on the right foot when you press the button. And believe me, 4-5, when you know there are others there, the problems and you? Ll never know I it.When Statistics of the site, the site has had thousands of visitors on this side, and none had even a single file downloaded from this page. And 'this something to say? And, of course, not always a person who has had to buy the product from website.What happen if we pass this by the customer? S view? First, the customer is actually trying to download something from - the website that he wanted. But the answer, like him? I have my work on this end, I? Ve done, and I believe that CYA? M covered. Not mentioned, as far as the customer? S need.A best answer from the employee would have? Thanks for reporting a potential problem. I? Ve attached copies of the files you requested in the e-mail. [Gave the customer what he wanted]. Regret that you had problems. We? Looking into it.   When we asked that you would help us understand why you have problems downloading, so that we can avoid the problem for other clients? It would be a great help for us. I? Ll also send a xvxvxvxv free for your problems. Thank you!   You see how it is different. First, it meets the needs of customers, and 2 He tried to customers? S problem, and society? Alan S. Boyer   President / CEO of Leader's Perspective   Customer Service Training works.Go really compensate for our weekly tips and Tips.Helping people and businesses around the world reaching more than ever thought possible .... FASTERAlanBoyer@leaders-perspective.com