Q. Connecting with customer service representatives and particularly automated 1-800 numbers has become frustrating. Does BBB have advice dealing and connecting with customer service departments?
A. Yes, we all experience and share the frustration of connecting to someone who may assist you with a problem. Keep in mind that customer service in today’s marketplace is very much a two-sided coin; there is the consumer side and the business side. BBB provides these tips and recommendations that may assist in making customer service a win-win transaction for both parties.
First for the consumer; as the “customer” part of the equation, there are things that the consumer can do to make the interaction go more smoothly, especially with online transactions and 1-800 numbers.
Most of us would rather deal with a real person instead of the automated menu recorded voices that most customer service departments use for its connection and first line of defense. Here are some suggestions for getting through to a real person:
* Considering technology available today, instead of waiting on hold, an online service like LucyPhone will wait for you so you can hang up until a customer service rep picks up on the other end. LucyPhone will call you back and connect you when that happens. Also available today, there are iPhone and Android apps for smartphone users that can speed things up in a similar way.
* When an automated phone menu directory is announced; wait until the end of the list for the “all other questions” option. At that option, a connection typically will be made to a live person. A “tech support” option can also connect you quickly. Use these options even if it sounds like your question could be covered by one of the earlier menu choices. A live person is always your best choice.
* When prompted to say words, say “agent,” “representative” or “customer service.” (Speaking unintelligible gibberish can also prompt the phone system to connect you to a person.)
Finally you are speaking direct to a representative at the business; be prepared for that conversation. Do your research, these tips may help:
* Use a search engine to check whether others have had the same problem experience that you are calling about. Often that is the case and their posting about their experience may help you resolve your issue.
* Gather answers to potential questions ahead of time. Account numbers, passwords and receipt ticket or confirmation numbers may be needed.
* Condense your story by leaving out mundane details. “Just the facts” is the best policy. Do not make it an epic tale.
* Get the representative’s name and an order or transaction number for future reference.
* If you are not content with the help or results offered; request their supervisor. Customer service representatives are trained for this action.
* Throughout the process, be polite. Kindness and professional courtesy can go a long way in motivating the company’s representative to help you. Anger creates roadblocks.
For the business; One area in which small business can compete especially well with large chains is the area of customer service. The fine art of customer service excellence can nurture customer loyalty and satisfaction. A few tips:
* Train your employees to treat customers professionally and with respect.
* Train employees, be sure they are thoroughly knowledgeable about your products and services. They should know what they are selling and why a customer will value it.
* Respond quickly and in good faith to a customer complaint. Otherwise, you run the risk of losing the customer to one of your competitors.
* Remember it is not personal. Customers simply want value and help. Set aside your emotions and deal with the facts.
* Do not get caught up in side issues. Focus on the core problem.
* If the mistake was yours, acknowledge it and correct it immediately. It is not only the right thing to do; it also impresses the customer, which can lead to customer loyalty.
Jim Winsett is president of the Better Business Bureau in Chattanooga.