10 Things Customer Service Reps (CSRs) Wish Customers Would Understand
Surviving the Jungle, Farm, and Zoo of Customer Service
People say that “customer service ‘ain’t ‘ what it use to be”. I would like to state that customers ‘ain’t’ who they use to be either.
In a world of “how many ways can we separate you from your cash”, mixed messages, lost communication, bait and switch, outright deception, unresponsiveness, ill-advisement, frustration, and ignorance, it is no wonder we all feel like we are either in a jungle, on the farm or at the zoo when it comes to consumer contact.
As Customer Service Representatives (CSRs ), we have to figure out how to have exceptional interactions, while maintaining quality, give service with a smile, provide the one and done, exceed customer expectations, maintain best practices for the business, acknowledge the customer is always right, and maintain our metrics as well as our Calls Per Hour (CPH). As CSRs, it often becomes an exercise in how to maintain sanity from day-to-day.
There are some things that CSRs would love to say to customers so that each interaction can not only be more productive but also an experience that does not leave all parties involved feeling under-appreciated and ill-advised.
- This is NOT our business
As Customer Service Associates, Customer Service Agents, Client Happiness Workers, Customer Service Representatives, and Interviewers in general, we are often the first person customers and clients encounter when contacting a business. While we may be the first point of contact, we are not the owners and often are not empowered to fully address customer concerns. We are the fact finders. We gather information in order to determine which department can address a customer’s request.
2. We have specific protocols that we MUST follow
I have found that more often than not, customers seem to not realize that while their concern is important and needs to be addressed, the CSR has to follow the guidelines established by the company. CSRs want nothing more than to provide what a customer needs, wants to do it as quickly as possible, and would like it to be the best experience that it can be. CSRs also understand and empathize greatly with the frustration of customers; however, this does not mean that a CSR can move every mountain to give a customer what they want. At the end of the day, the owner has the final word.
3. Listening can prevent a lot of misunderstanding and miscommunication
In an attempt to be heard customers will, at times, fail to listen. As a result of not listening carefully, the customer may only hear part of a statement or misinterpret entirely the information given during an interaction. Taking the time to listen can alleviate and possibly eliminate misunderstandings and the need to begin a process again. This will save valuable time and may get to a resolution quickly.
Distractions may cause you to miss vital information — paying attention is key. CSRs correspond by phone with customers and clients. There are times during phone calls where background noise and other activities are going on while we are trying to assist. It is helpful if the customer/client is cognizant and aware that any distractions due to these situations can result in miscommunication. If the customer is not fully present during the interaction, not only can this lead to frustration for both parties involved, valuable time is lost and a resolution delayed.
4. Being prepared makes the process go faster
When calling customer care for assistance it will make the process go smoothly if you are prepared with certain information before making the call. Basic information to have available would include account number, any dates that will help locate information, and a clear explanation of the reason for the call is needed. Being prepared allows the CSR to move quickly through screens, read available notes and promptly direct you to a resolution or next steps in a process.
5. Taking responsibility for your actions helps get the job done
Denying that you understood previous information that was given not only frustrates you as the customer, it also hinders what a CSR can accomplish on your behalf. Owning up to your part in an issue shows transparency and is often met with a more reconcilable conclusion. We are on the same side — the best possible solution for you as the customer and the business results in a win-win situation.
6. Nobody wins when lies are told
The blatant omission or inaccurate insertion and deliberate falsification of information hurts everyone. Whether the effects are felt immediately or over time, lying causes harm in business transactions and can pass on restrictions and increased costs for customers and consumers. We are all accountable for our own actions. Let’s be the best version of our ourselves when dealing with business matters.
7. It takes time to get what you need
Research and inquiry may need to happen. In the brief time (though it may feel like it takes forever) that engagement happens between customer and CSR, it is expected that a rapport is established while extracting information that moves toward a resolution and immediate gratification is not always possible. Patience is a necessary ingredient in the customer — CRS relationship. With this in mind, realize that you should never try to handle business affairs when you don’t have the time needed to go through the process. Rushing can lead to unnecessary errors and further frustrate all parties involved.
8. Repeating the same thing over and over may not change the circumstance or outcome
There are times when CSRs have to deal with customers who repeat themselves over and over in an effort to wear down the CSR and obtain the results desired. Oh how draining this can be! Rehashing grievances is a distasteful tactic that leads to more frustration and reduction in productivity. Constantly repeating yourself wastes time and can inflame an already tense communication.
9. Threats profit you nothing
Threats of any kind are not welcome. Many wonder why they are met with abrupt responses, hang-ups and deliberate avoidance when interacting with CSRs. We do not have to accept threats from customers on any level of the spectrum. We are here to serve and we are here to be respected just as you want to be respected.
10. Customer Service Reps are human-beings
Above all else, we would like customers to understand that we are human-beings. The things that you want and expect are the same things we want and expect. Hostility, vulgarity, sarcasm and rudeness should have no place in our contact.
Even though we are CSRs when we speak with you, we are also customers. Even though you are customers, when you are in your respective occupations on some level you are CSRs. As we take this perspective we can place ourselves in one another’s shoes and see a different aspect of what happens in our interactions.
Although customers are not who they use to be and customer service has indeed evolved, there is hope in surviving the day-to-day experiences. Mutual respect and kindnesses benefit everyone.