Here is a way to handle a problem in customer service.
- Never make the customer feel wrong or stupid.
- Don’t fight against the policy of the customer with your own policy.
- You only succeed in causing irritation.
- All under the guise of following the company rules.
This doesn’t work. It never has worked but why do companies continue to teach their agents about it? It is a mystery to me. It seems the company would rather be “right” than solve the problem.
If you have an issue with different policies, you must come from a place of support for the customer and the company not either or.
Here is one way to handle it. You can tell everyone you learned it here! Try this at HOME, Try this at WORK. It really opens the door to a conversation instead of slamming it shut!
That’s my blog for today!
Sally