In this article I want to review the biggest customer service challenges based on my experience on live chat software. I would like to share with you that what I found did the best job to get me away from them and I hope that my experience will be useful for you as well.
So let's start.
1. Serving Multiple Customers at the Same Time
If you are working in customer service, then you need to be prepared to deal with multiple customers at a time on a daily basis.
My best tip for overcoming this challenge is learning to take breaks properly.
If you clearly specify to the customer that a break is about to happen, then you need time to find the answer to his question or find a solution to his problem, that is not a big deal. Customers are being cured if you tell them that you need a few moments to research their issue. This is the time you can use to reply to another customer. However, avoid telling the first customer that you are communicating with someone else and that it needs time. This would be a bad idea! And leaving the first customer without telling them - this is not another bad idea!
2. Being Time-Pressed To Give a Response When You Don’t Have One
There are situations when a customer rushes to give you feedback, but you don't really know what to say, because either you don't understand how to solve their problem or you don't know enough.
In such situations, I recommend to lay your ground and insist on taking your time to investigate this issue. Not buying in a hurry will help give you better quality customer service. You could say, for instance, I need some time to investigate this issue and do a few tests. Would it be okay if I emailed you the results later today?" Or you could say, " I will need to check this with our administrator / manager. Can you leave me your email and I will get back to you soon. "
3. Facing an Irate Customer
Dealing with angry customers is part of the deal you are entering into a customer service job. No one can escape from this.
There is a long list of spoken advice on this subject. And the reason for this is that it is not really easy. If I have to take a single line to give my advice, it's "keep yourself calm". When I see someone who is expressing their feelings, I help that person, I try to think of that person as a teenager and behave accordingly. We've all been there and we know, there's no debate or argument with Kishore. It's just how they feel and you can't help it. You can only save it from going bad if you.
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4. Having No Solution to The Customer's Problem
If you are at a disadvantage and have no idea how to resolve a certain issue, it is better to take the time and do a little research on it, or perhaps get advice from your team-mates or senior staff. It's an embarrassing situation, but hey, let it go, it happens. You are not omnipotent.
However, don't be so bold about it with your client and don't accept it in these exact words, "I don't know how to solve this problem, sorry", because you will find yourself incompetent. Instead, you can say, "Sorry, it will take me some time to research this issue and a few details with our head/administrator. Would I be able to reach you up by email? "
5. Not Being Able To Give Big Discounts
It is difficult to say "no" to a waiver request. Especially, if it is a loyal and reliable customer who has been with the company for many years. But what can you do about it? If you can't, you can't. Sometimes life tells you "no" in other situations as well.
I think that working in such situations is to accept the situation with honesty, "I am very sorry, but the company cannot go below this price." And you can also add that some of those explanations are correct, for example, "The cost of our service / product is quite low because it is low and reducing it simply will not make us worth running the business. I hope That you would understand. " It is quite honest and most people will get it right.
6. Admitting the Lack Of A Feature Or A Product
This is similar to saying "no" to a waiver request. Nobody likes to hear "no". Nevertheless, to tell you that it is bold, otherwise you can mislead the customer and he will feel cheated if you promise him something you cannot deliver. "Sorry, we don't have this feature at the moment. We haven't received enough requests from customers, so we don't plan to add it in the near future. However that may change later." Or, if the facility works. If you do, you can say, "My apologies, we don't have this facility yet." However, it is under development and we hope to see a new release soon. Will you be notified by email when it is ready? "
7. Dealing With A Service Outage Or Crisis
Having a large amount of inquiries with many customers was frustrated that something not working can be difficult.
The approach I have developed over the years and what I like best is that being honest about what is going on is dead, accept the problem, even if you don't know how and when to solve it. Going to do. But the truth is that you are working on it and that is what matters.
"Please accept our apology. We are having an issue on our end. Our experts are attempting to fix this as quickly as possible. Much obliged to you for your understanding and patience."
There you go! Now you are ready for the toughest customer service situations.
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