Aug 25, 2010

How not to give good customer service

When you're talking to a customer angry over an error made by your company and she says, obviously referring to the company, that "you erroneously deducted $100 from my account." Don't reply: "I didn't do anything."

4 comments:

acuvue oasys said...

Well written Rachel.

Another pointer is to let them finish speaking as it often lets them cool off.

Paul said...

And don't exacerbate the situation if you can help it - be a good and empathetic listener and let the person calm down. Then work to address the customer's problem.

Holmes said...

Foreign or American call center person? I have much better experiences with foreign call centers, in terms of politeness.

Rachel said...

American. But up until that moment I would have said she was doing OK. Then it kind of devolved.