The World of Customer Service

The World of Customer Service

Amber Tripp

Kaplan University

AB221

Professor Engle

December 14, 2015

The World of Customer Service

In the customer service world, representatives have to deal with unhappy or angry customers from time to time. It is very important to take the appropriate steps as to not upset the customer any farther and to keep them as a customer. A lot of times it’s not what the CSR says but how it’s said. If the situation is handled correctly, the company may even end up having an even better relationship with the customer.

The first step is to find out what the problem is. The CSR needs to set aside any feelings or thoughts they may have in order to come up with a solution. The CSR needs to stay customer-service minded and try to solve the customer’s problem. It is up to the representative to focus completely on the customer and the problem at hand. The representative must listen actively at what the customer is saying. The CSR must give the customer their full attention. The CSR should start by asking the customer what happened. They can do this by asking, “Please tell me why you’re upset” or “Let’s go over what happened”. This informs the customer that the CSR is ready to listen. The customer needs to be able to finish the explanation without interruption.

Once the customer explains why they are so upset, the CSR needs to repeat the concerns. The CSR can also ask questions to make sure that the situation is identified correctly. Repeating the problem to the customer also tells the customer that the CSR is listening. This often lowers the customer’s anger and stress levels. It will also bring the customer and the CSR closer to a resolution. The next step would be to be empathetic and apologize. The CSR needs to be able to express this with words and through body language. Words can say one thing but the body language may say something else.

Finding a solution...