Every year I appear to have more than one trauma dealing with customer service departments of various companies, mainly blue chip in size. Whenever I approach a company it is for fairly basic and reasonable requests, shouldn’t be out of the ordinary, but they do appear to have many issues dealing with them.
Here is how I have handled customer service queries in the past, these are my expecations on how I should be treated.
- Thank the customer for reporting the issue
Often you can learn something from the customer, about a gap in the product or service levels, as they really are your best asset in finding bugs. So, be thankful, show empathy, apologise, and of course professional.
If the issue cannot be dealt with immediately agree a turnaround time with the customer. A customer doesn’t like to be kept in the dark so it’s also important to continue to touch base with them during the process. I find it useful to have an online system where I can look up ongoing isses and their status.
- Deal with the issue
Either deal with the issue or escalate it to a subject matter expert within the organization, but keep an eye on it to ensure it’s not forgotten.
- Sign Off
Get back to the customer to thank them for reporting the issue and let them know it’s resolved BUT ensure they are happy that it has been sorted.
- Product or Service Enhancement
If there is an error in your product or service ensure that it’s added to a roadmap for a fix, if it can’t be fixed immediately. Getting it fixed will limit other customers having to call in and the bug can be marketed to say your company is on top of product development.
- CRM and Data
Personally, I use a CRM (SuiteCRM) to register all issues for which I can pull of useful data ie 1) reports of open/closed issues, 2) current or past bugs, 3) time spent, and so on.
If I can keep to this basic workflow so can other small businesses and especially larger companies, I don’t think I’m asking for too much.
It’s been another bumper year with bad experiences with customer service departments, which I will be reporting on soon.