In the great tradition of Santa Claus, we are taught that the toys go to the good little girls and boys. If you’ve been bad, you can expect a stocking full of coal. No one in customer service has to think long to come up with a list of customers who deserve a truck load of coal this Christmas. In the spirit of the season, here are 5 lumps of coal to avoid gifting to even the most difficult of your customers.
1. Defensiveness- Ah this is one of my personal favorites. A naughty customer calls to complain about an issue and we take it personally. As if an incorrect bill or a service issue reflects on the agent directly. In most cases, customers need a safe place to vent about an issue and are not looking to attack the person they are speaking with.
2. Argumentativeness- This is the offensive side of defensiveness. When a customer support call turns into an argument, there are no winners. Sometimes it’s better to allow the customer to be right even when Wikipedia would beg to differ. Keep in mind that we are on the same team as the customer. In most cases, keeping them as our customer is in both of our best interests.
3. Frowns- You truly can hear a frown through the phone and it will set a negative tone for the rest of the call. Choose to wear a smile at the start of each call, keep a mirror by your desk as a measure of accountability. Throw in some form of a holiday greeting this time of year and the call may completely turn around.
4. Rushed Service- Visions of sugar plums dancing in your head? Chances are that lines are line this time of year and many would rather be trimming the tree than talking to customers. Resist the temptation to rush through calls and instead take the time necessary to resolve each issue to the best of your ability.
5. Sticking To Policy- There’s nothing that drives customers crazier than customer service folks who stick to their guns with disregard for the relationship with the human being on the other end of the line. Find ways this season value the connection with the customers and find solutions for them rather than resorting to a cold “No.”
While you may deem one of these lumps of coal appropriate for some of your customers this time of year, resist the temptation. Let’s replace anger and defensiveness with joy, hope and peace this Christmas and save the lumps of coal for our stoves–whatever those are.
