Let’s say you’re in the middle of a project and you encounter a problem with one of the tools you use or services you rely on to get things done. Although it’s easy to immediately lose your temper, remember that there’s probably a team of highly-trained, friendly people waiting to help you, just a phone call away. Of course, talking to “customer service” can be painful in and of itself and so, I present you with some tips to ensure both you and your support representative are smiling when your phone call is over:
1. Remember – The Issue You’re Experiencing Is Probably Not The Fault Of The Person You’re Speaking With
This can be easy to forget when frustration abounds. It’s something everyone does – we hit our boiling point and start looking for someone to blame – but the first person to pick up the phone often unfairly takes the blunt of your rage. Take a step back – did this person personally decide to cause you any grief? Probably not. So, before losing it on the person asking “How can I help you?” keep in mind that he just offered his assistance. Which leads to my second tip…
2. Put Yourself In Their Shoes
It’s important to remember that, at the other end of the line, the person trying to deal with your current issue actually receives phone calls from frustrated, upset customers on a regular basis. Possibly all day long. Imagine for a moment that you’ve been put in his position – would you rather be speaking with a calm, patient customer or an angry, short-tempered one? It’s much less stressful for everyone involved if you can keep your cool at all times. Yelling at your support rep probably won’t move things along any quicker.
3. Give As Much Detail As Possible About The Problem You’re Experiencing
Sure, you might not know what’s causing the problem or even what the problem actually is, but you’re not doing anyone a favor by saying “It’s not working” and leaving it at that. Let the person trying to assist you know what you were doing when the difficulty began. Is this the first time you’ve tried to use the product or service? Or were you, perhaps, interacting with the product in a new or unusual way? Remember, the person on the other end of the line can’t read your mind (but rest assured, we’re working on it!), and while the odds are fairly good that the support representative you’re dealing with has resolved that issue in the past for another customer, the more clues he can get about the issue, the quicker he can help you resolve the problem and get you off the phone and on your way to success.
4. Let The Support Rep Know How You Feel
When you’re nearing the end of the call, give a hint as to how satisfied you are. Odds are, the person you’ve been speaking to really does want you to be frustration-free so, if you’re happy and everything is looking up, tell him that you appreciate his help and that you’ll give a call back if you have any more problems. On the flip-side, if your problem hasn’t been resolved, or you feel like the support service didn’t meet your needs, make it known. It’s his job to put your mind at ease, even if it means transferring you to someone more knowledgeable.
5. Ask About Changes You’d Like To See
Most products aren’t perfect and there’s always room for improvement. If you’ve got a wonderful idea about how to make an existing product more beneficial for you and the others using it, let the support rep know. While he may not be directly responsible for approving or implementing changes, he’ll probably know who to refer you to or how to pass the message along. Companies should want to hear feedback from their end users – nobody knows how useful or effective a product is like the people who use it on a daily basis. If there are bugs or quirks that should be resolved, mention them! It’ll likely help create a better product in the long run.
The most important thing to remember is that most customer support/service reps really do love helping people. And, believe it or not, it really does make our day when a customer ends a call with “Thank you so much for your help!”
Love your support representative and they’ll love you back!