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This is how good customer service works: no divas in support [+ checklist]

Germany is seen as a service wasteland - I always notice that especially abroad. Good customer service doesn't have to cost more, it just requires rethinking - then you would Company far fewer customers annoy.

customer service

Divas in support

On many a support hotline you have to do with real divas. That happened to me recently, as mine eMailServer suddenly stopped working and I tried to solve the problem on the go with the help of a hotline.

For someone whose main means of communication eMails are a serious thing, but actually the problem was quite banal, it was about changing a setting, actually a matter of five minutes.

Companies burn a lot of money

However, I was on the road and “on the edge”, ie equipped with a very lame Internet. And so I tried my luck with the hotline between other appointments. But one or the other employee didn't like my tone of voice or they couldn't hear me because of the dead spots - and the game had to start over each time.

Companies burn a lot of money in this way: Customers in the servicehotline have already won them, they just have to hold them now. Instead, they worsen them with poor service and have to re-acquire expensive again.

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How good customer service goes: checklist for companies

I do not want to lament the problem here. Through the incident, I have gained some insights, which could run better in the support case. Here is an overview:

  1. Solution-oriented action: Many companies only see their own point of view - that's probably human. In my case, the support has repeated the technical problem in a prayer-mill-like way - but without offering a solution in the specific case. Because the problem was not the technology, but that I had no way to access the system, but my service provider was not authorized. And I explained that again and again.
  2. Change the angle of view: I had appointments that day, but I tried to communicate with the hotline again and again. Only in the evening did I get a co-worker, who, after I had reassured him calmly (a diva!), Came with a solution-oriented proposal: I should authorize her with a photographed handwritten note to the changes. Here, after seven hours of discussion, the willingness was finally given to take the customer's angle of view.
  3. Helping people help themselves: You can also have that as a provider much easier - namely by giving the customer the opportunity to help themselves. But the technical requirements must be given and the customer must understand this. This in turn requires, especially in the field of technology, that one takes the perspective of the customer.
  4. First Mover: For example, many websites are still not optimized for mobile use. Have you ever tried to read a book on Amazon with your mobile phone? sell? Just. In times when mobile use is on the rise, this is a poor sign. I had to listen to an employee's excuse that such services are generally not available on the move. This is the opportunity for companies: isn't the competition doing that? Become a first mover and set yourself apart from the competition.
  5. Make it as easy as possible for the customer: Also a problem of operational blindness; For example, the customer is directed on the phone through a lengthy language selection process. He should bring the customer to the right employee, but for mobile situations in which one also has little time, such menus with several selection processes are more than unsuitable - also because one has the phone, for example on the ear. In addition, some support divas throw a funk holes also right back from the line. Such processes should be simplified.
  6. Please do not divas in the support! The customer is excited, has other dates and is in stress. Understandable, however, the support staff also reactively react to any non-friendly smiling complaint. Does it have to be that way? Here it would be necessary to train employees for appropriate situations.
  7. Give correct information: Unfortunately, I also experience this more often. For example, employees who have no idea. Employees who contradict each other. Employees who have lost track of the processes in the company. Or employees who simply forget important information. Such misinformation leads to wrong decisions by the customer, which could be avoided by correct information - and both sides would save a lot of time and thus money.

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7 responses to "This is how good customer service works: No divas in support [+ checklist]"

  1. Simone Janson says:

    Hello Gerhard, that may apply to the typical outsourced service call centers, but they usually have no overview at all - the system is already the result of cost-cutting measures. In this case, the company had an internal hotline that wasn't that incompetent; Here, however, the technician problem came into play: the people already had a clue, but they were so caught up in their point of view that they failed to communicate the needs of the customer. In my opinion, a clever training course would help here and that costs too much for some companies. Ergo a question of costs or at the end, I agree with you, again a question of the underlying attitude.

  2. Gerhard Kenk says:

    All services relating to "customer service" have already been priced in by the companies: call centers, service mechanics, second-level support and whatever they are called. Therefore, good or bad customer service is not a question of cost, but just a question of good or bad management.

  3. Achim says:

    Never give up hope and point to a book by 1997:
    "The Hostile Society" by Minoru Tominaga.

    Merry Christmas.

    • Simone Janson says:

      Thank you for the Encouraging Words. I will look at the book. Also nice holidays!

  4. Harriet Lemcke says:

    No divas in support. And please no divas in management either. It is a question of the attitude and culture of a company, whether customers are valued or are only perceived as a sales factor and at the end of the chain as a nuisance. And it is also a question of attitude whether the management is willing to invest in good support training - i.e. also appreciates its own employees and understands their role in the overall success of the company.

    I have just learned how to make a company as bad as possible. And that is why I would like to point out here today my blog contribution, in which I deal with the topic of reputation.

    • Simone Janson says:

      Dear Mrs. Lemcke,
      Thank you for the always good & well-founded comment. You are right, the reasons are, of course, deeper than ever, and I also know from said company that there is enormous cost pressure on the market - hence my example with the first mover: A good company would understand this opportunity. I took the liberty of correctly linking your contribution. Happy Holidays!

  5. Competencepartner says:

    Checklist for good customer service: No support divas !: Germany is a service desert ... - Exciting contributionxlse5QAjIv #Profession # Education

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