Attention Customer Service Tips Why we have a problem with Customer Service

Attention Customer Service Tips Why we have a problem with Customer Service You often hear that customers are dissatisfied with something, and sometimes frustrated.Yet frankly, what you hear from their employees, that is to say? Customers Stupid! Simply do not understand how to use the product? As the owner or manager, that was your answer? He was a backup of your employees, or to find out what the customer is really saying? WARNING: You? I have been an indicator of what is happening on the organization. Customers aren? Not always what it had paid, and workers are effectively blocking access to what the customer wants.Let? S viewed from the client? S, see: You? I bought a new XYZ which is essential for the functioning of your business. You retu to the office and can? Does not work as advertising. It's called customer service, with the hope that it is only something that can be quickly corrected. After 30-40 minutes of waiting on the phone so that, finally, a person who has been told? Oh sure. All that makes mistakes. All you have to do is? [Pie in his left foot, while pressing the button with the index finger]. No problem. Thanks for the request, click. No? They have also the opportunity to tell you aren? Not every day that one of these customers. You are really very good and already proven, but not? I do not work. So, since we do not? Do not listen to you? I call again. Another 30-40 minutes of waiting and finally someone mentioned this is an immediate response?. [Exactly the same as last time], but is trying to listen to first cut was the last man. What finally stop and listen, but the answer is? You? Using a bad back. It was not? It does not mean that, at least in this way. When used in this way will have to stay on the right foot, while pressing the left button with your index finger. Geeeeee! ? .. click. And after trying out the left foot which has started to work at least not until the following day, when you go down again. In the meantime, you and your business is offline, as long as it cost? What is the cost for the purchase of this product, which was supposed to save money? And it is likely that there will be another 20-30 calls to other similar problems. Meanwhile, in? S is the cost tons of money and time while you are trying to establish their product, and in some cases, because their activity depends on the work they have produced, the whole situation has been greatly reduced cost.So what? s response to that? While many customer service representatives, managers and entrepreneurs that it was a technical problem that can be fixed by fixing the technical problem, please be careful is not just a technical matter. This is a management problem. E 'for the management to fix the fact that the person in direct contact with the customer is more interested in showing that the product works and the customer is too stupid to know that instead of helping customers get what they really want. Employees should be informed, should be trained to understand their real task is to help its customers and that requires listening, rather than substance which justifies the product really works. Otherwise they are probably in response to WRONG question.Sometimes a really good technical reason to support the left foot instead of pressing the right button. And if a customer does not? So how and when to do it, ISN? No problem with the instructions, or perhaps something more, not customer.Keep results of what customers are asking about. Even if an employee is what he thinks is a reasoned response, the next question is again and again it's time to discover what the real cause of basic is.I also think that most people in service customers are actually trying to do a good job of their boss, but do not understand what the objectives of your work is really. For what they're doing a good job providing services wrong. Most feel that their job is to protect the head, the company and, perhaps, your job, what? Stupid client. What makes a loss for the customer and, after all, is the customer who pays their salaries, not the other. The client to disappear if not this? N. change.If employees to change their perspective? My job is to help customers get what they want. I? M, an expert on policy, technical issues, and I? Ll use the tools to help customers get what they really want (which is typically a product that works.) I have traveled to the Middle East and last year saw a perfect example of how the perception of an employee may affect the their customers. When you reach the window where it is shown that the passports were two people who were there to facilitate the more rapid movement through the various lines, but each has a different idea of what your work is deemed was.One someone to help people to get what they wanted. They walked until the arrival of the passengers, asking if they were not citizens or nationals, and focusing on the correct line quickly. If they are not citizens, then asked if they had all the documents compiled, checked the documents and then showed them how to correct the line of XYZ before reaching the desk is now considered that to others. The police themselves. Prevention was the people of the line if you do not? They have the form, or if you have? Not completed properly, preventing them from entering in the wrong direction, and sent a table of work to compile the documents themselves. When it is activated? Police? verify that the documents and sends them back to do more. No offer to help others to say that this ISN? Not filled right, do again.The difference between these people is first and foremost in their vision of their work, what they consider their work. Both have the same job description, ensuring that no agent at the counter? Not having to deal with improperly filled out forms and lines to pass through faster.However, sees his job as catching errors and bring them out of line. This might make things easier to control the type of documents at the counter, but certainly not in the client, the boy tries to get to the country. The other sees his job as helping clients get through this difficult process to get guidance and answers on paper, and the right line.So, ultimately, how can it be used in your company? Make sure that employees in direct contact with the client has a vision of their work, which is defined as: His work, if you decide to adopt, is to make sure he gets what he wants. You are in the company of experts in politics, and perhaps even the product technical issues in order to use these tools to facilitate, ease, getting what the customer wants.Many times the employee's responsibility is to find technical reason (in standing on the left foot, while ?..). Workers must be trained to think beyond the fact that some technical aspects of a product is damaged or not. You must ask why the customer is struggling could be in the instructions, may be buying customers to do something that was not? T is intended to do (marketing, advertising, is saying something wrong or not to say that clearly enough) and the worker must take this idea and fix the real problem, as suggested by the company to rewrite the instructions, change the product etc. . Frequently the workers must be trained to think outside the box, and assisting customers in ways that are not so obvious. Employees can better help a client if they have the ability to find a probe that is the real cause which is beyond a technique? What? S broken? response of an customer.Alan Boyer, President / CEO of Leader? s perspective, LLC is considered one of the world? s progress specialists. He has worked with some of the largest companies in the world, in various projects in the field of billions of dollars, and companies with a single owner. He worked on many projects with hundreds of companies that have resulted in over $ 100-million savings or gains.With more than 35 years of service, quality, experience and process, which has catapulted businesses light years away from weeks to come. Some have doubled and some have jumped 10 times. Says that the key is to help employers / employees to develop entrepreneurial skills Helping to overcome the limitations and attitudes that has been built between the ears (the self-imposed limitations, I can No, this won? Not work for me, me? Several m) To help you find the progress of their companies and businesses around the world thinking helps to go over ever thought possible?. FASTERmailto: AlanBoyer@leaders-perspective.com