POP QUIZ! Grab a piece of paper or open a note pad on your computer and jot down your answers to these two questions:
1. What is one thing that you ALWAYS EXPECT in your interaction with a customer service representative, whether it be on the phone or in person in a store?
2. What is one thing that you ALWAYS DREAD about your interaction with a customer service representative, whether it be on the phone or in person in a store?
After one of my fabulous coworkers developed a guide called “Always/Never” about the things our team should always and never do in customer service, it got the wheels spinning about how we, as consumers outside of our daily customer service jobs, have high expectations about the service we receive. We also have things we ultimately dread about dealing with customer service.
So, I took to the streets…of email, Chatter and Facebook that is, and asked my amazing friends and coworkers for their input by asking the above two questions (thanks again for all your answers). The responses were fascinating! Here I will share with you the common denominators to what people expect when interacting with customer support and what people dread. How do your responses match up?
What People EXPECT With Customer Service
**SOLUTIONS: We want our problems solved…’nuff said!
“I want someone who is making an effort to solve whatever problem I am calling about vs reading canned responses as if from a script.”
“I always expect them to know how to fix my problem or at least be able to direct me to the person that can help me fix my problem.”
“That my question will be answered & my issue resolved in this one call.”
**ATTITUDE: We want someone friendly…and human!
“I always expect the person to be nice (even if its just at first).”
“Like a friendly workable personality. Not someone stiff and formal.”
“Talking with a human being that communicates with me like a human being. Qualities should include kind, respectful and knowledgeable. Above all else, a can do attitude.”
Sadly, we do have people who always expects the worst: “I expect a fight.”
**UNDERSTANDING: Do you GET the customer experience?
“I expect to be able to understand the person on the other end and not have to ask repeatedly what they are saying.”
“Friendly small chat can make the experience personable if on the telephone.”
“I expect to get a polite and helpful rep who remains calm even if I’m getting worked up or irritated.”
What People DREAD With Customer Service
**SOLUTIONS: We want our problems solved…’nuff said!
“I dread them putting me off and hoping I go away. Or passing the buck until I give up. Unlucky for them, I never do.”
“I always dread is if I had to call in before about the same problem and having to repeat the situation.”
“It really does get me down when someone says “Unfortunately, I can’t do that for you. Sorry.” Yuck!”
**ATTITUDE: We want someone friendly…and human!
“I dread getting a rep who gets irritated even though I am calm and polite.”
“A CSR that follows a script like a robot and refuses to behave as a human being.”
“The one thing that I simply can not stand is a rude customer service rep who treats me like I am wasting their time.”
**UNDERSTANDING: Do you GET the customer experience?
“Being on hold a long time, getting someone who transfers me and then getting disconnected and having to start all over again.”
“I would say that I expect to be put on hold and transferred around so it’s always a nice surprise when that does not happen.”
“I dread the automation of menus/queues. I would prefer to press one for a live representative rather than listen to a computerized voice with a million messages.”
Overall, finding SOLUTIONS, having a good ATTITUDE and UNDERSTANDING the customer experience are the most expected. Vice versa, they are also the most dreaded. So, get these three things RIGHT and you’re on your way to providing amazing, proactive customer service.
