Customer Care Strengths & Weaknesses

Businesses need more than a good product or service to attract customers and keep them coming back for more. Good
customer care encourages loyalty and makes customers want to spread the word about a company's offerings. A
company's ability to provide a satisfying customer care experience typically depends on the strengths and weaknesses of its
employees.

Tip
Each company's policy for handling irate customers may differ, but a customer care representative needs the ability to stick
to policy and avoid emotional responses. A willingness to pitch in when a coworker needs help also counts as a strength in
this line of work.

Communication Skills
When customers have problems, concerns and complaints, they call customer care representatives in varying moods.
Because upset people sometimes have a more difficult time communicating clearly, those in charge of customer care must
speak, listen and evaluate well. They need the ability to decipher a customer's concerns and effectively communicate the
procedure for dealing with them. In addition, they must be able to relay their understanding of a problem back to the
customer in an articulate manner.
For example, if a customer feels upset because his cable channels stopped working and the repair person was late, a
customer care representative must convey his understanding of the situation and his willingness to help.

Patient Personality
Calm, pleasant personalities work best for those in customer care positions. Customers often vent their frustrations to
customer care representatives; sometimes they vent anger as well. To avoid inflaming an already delicate situation,
customer care representatives must keep their personal feelings out of conversations and remain calm at all times. Each
company's policy for handling irate customers may differ, but a customer care representative needs the ability to stick to
policy and avoid emotional responses.

Troubleshoot with Teamwork

Although customer care representatives deal with customers on a one-on-one basis, they often work as part of a team.
Troubleshooting difficult problems and finding answers to complex questions may require teamwork, for example. As such,
a customer care worker needs to get along and communicate well with others in the work environment. A willingness to
pitch in when a coworker needs help also counts as a strength in this line of work.

Decision-Making Skills
Sometimes, a customer care worker has to make decisions on her own because company policy doesn't cover a situation or
because she has several options that all meet the company's policy. In such cases, a customer care representative must
provide quick, sound decisions to avoid making a customer wait longer than necessary. She also should have the ability to
judge which choice will prove most satisfying for the customer and fair for the parties involved.
Desire to Please
While customer care does focus on keeping customers satisfied and resolving issues, a customer care person must do so
according to company policy, keeping the health of the business in mind. If a representative finds it difficult to refuse
requests, grants favors or feels easily overwhelmed by contact with aggressive customers, he may do his employer more
harm than good. For example, a customer care representative may unfairly grant a customer a month of free service
because he has difficulty saying no and remaining firm.

Argumentative Personalities do a Disservice

In a Consumer Reports National Research Center survey of over 1,000 people, 75 percent said they were upset by rude or
condescending customer service reps online, and 71 percent in stores. Debate skills do have a place in the business world
but not usually in customer care.

People who cannot let an opportunity to argue a point pass them by often do a disservice to customers. Instead of seeking
a swift resolution to a customer's problem, a debater may may spend too much time discussing the facts as he sees them.
Even if the representative doesn't seem angry and keeps his voice low, the argumentative nature of the conversation may
cast the business in a bad light.

Lack of Follow-Up
Follow-up problems often involve not just one customer care representative but the whole department. If a representative
helps a customer resolve a problem, following up to make sure a solution worked can prove critical. For example, if a
representative gives a customer a list of instructions for resolving an issue, he may do well to call back later and ask
whether the solution worked. When customer care fails to follow up, customers with lingering issues often feel that the
company doesn't care about their concerns.

Telemarketing Tips for Angry Customers

Working in telemarketing can present challenges. Many customers you work with will be pleasant and polite, but some will
have problems or issues with the call itself that make them angry. If you stay patient, listen well, treat the customer with
respect and look for a solution to his problem, you can handle the call more smoothly.

Stay Patient
Always be patient with a customer, no matter how angry or upset she gets on the call. Keep in mind that while the situation
is frustrating for you, it is also frustrating for the customer. Your first priority is to keep the customer happy. If the customer
becomes irate, remain calm and allow the customer to speak her mind. Do not try to rush the customer or force her into a
decision. Instead, look for helpful solutions that will calm the customer down.
Listen to the Customer
Occasionally, a customer will become angry if he feels you have not listened to his concerns. Other times, a customer
simply wants to speak his mind. Listen to every customer, especially if he has become angry or upset. Do not try to
interrupt. The better you listen, the better chance you have of finding a positive outcome for the call.

Respond Carefully
You may find it tempting to speak harshly or shortly with a customer, especially if he has become angry and raised his
voice. However, you must keep a calm and professional demeanor at all times. Choose your words carefully. Acknowledge
the customer's problem or complaint and offer to help. This will most likely calm the customer down.

Work Out a Solution

If a customer has become frustrated to the point of anger, chances are he has a problem that needs addressed. Do what
you can do solve the customer's problem or to address his complaint. If you cannot handle the problem yourself, offer to
escalate the call to a supervisor. Make sure that the customer's problem is resolved and not simply ignored.

How to Demonstrate Effective Customer Service & Attitude

Building an effective customer service program starts with the attitudes of your customer service representatives.
Customers are more likely to respond in a positive way when your customer service approach is accommodating, action-
driven and friendly. Training your representatives to put your customer service philosophy in action is the first step to
developing a strong customer service approach.

Make Training a Priority

Customer service representatives can’t convey the proper attitude if they haven’t been informed of your customer service
philosophy or been trained in the correct way to work with customers. Institute a mandatory training program for all new
hires. Before your representatives work the phones or greet customers in person, they must be well-versed in policies,
procedures and expectations. Make training an ongoing priority and offer classes or programs every three to six months.

Be Helpful and Friendly

Start every conversation with customers with a smile, even when on the telephone. Kelly Services notes that smiling on a
telephone call or during an online conversation sends out positive signals to your customers. Look for ways to assist
customers, even if they don’t ask for help. Suggest additional services customers might be interested in, offer to
troubleshoot problems and follow up to ensure that the customer is satisfied with the outcome of the conversation.
Instruct representatives to allow the customer to finish talking before they enter the conversation and ask questions based
on the customer’s stated concern or problem.
Take Action
Empower customer service representatives to take action to solve problems, rather than passing the problem on to
someone else. Customers may become frustrated if it takes multiple phone calls to reach the only person who can solve
their problems. When you give representatives the authority to handle common problems and issues, not only does
customer satisfaction improve, so does efficiency, as problems are handled quickly and without being escalated to another
person or department. If representatives can’t provide an immediate solution, tell them to advise customer’s what action
will be taken and when they can expect to hear from your company regarding the problem or issue.

Offer Extra Service

Use a database to store information regarding customers’ past purchases and preferences. Let customers know when you
receive an item they’ve expressed interest in purchasing or when you begin a new service that may benefit them. Offer
discounts and promotions to your best customers as a way of thanking them. “Inc.” magazine suggests organizing
appreciation days for your best clients or inviting them to private presales that aren’t open to the public. Share information
that you know will interest clients even if you don’t think it will result in a sale. While you might not make a sale with the
contact, showing an interest in your customers may make them more likely to choose your company again in the future.

Customer Support Tips

Customer support staff should be well trained on how to solve customer problems to make sure you keep your existing
customer base. When you listen to your customers, you can learn how to improve your product, improve your sales and
make your company more profitable. There are several tips that can help improve the quality of your customer service and
make your clients happy.

Take Notes
Whether writing on a pad of paper or using a computer program, a customer service representative should take notes
during every call. Make note of the customer's complaint, the customer's demeanor, the product or service at the center of
the issue, and anything else you notice that would be of value. Not only can you refer to your notes during the call to make
a confident recommendation, you can also submit your notes to management to offer suggestions on product or marketing
improvement. The notes can also be used by a future customer service representative who may have to help the same
customer.

Respond Quickly
Customers who are calling in for support do not want to wait for answers. Avoid putting customers on hold for more than a
minute or two, and if you need to call a customer back on an issue, be sure to call back within the hour.
Ask Questions
The only way a customer support representative can understand the problem is to ask questions. If something seems
unclear, then ask the customer to explain. When you come across a situation that is new to you, get as much information
from the customer as you can and then consult a more experienced representative or reference material for the answer.

Offer a Solution
If a solution to the customer's issue is within your authority to grant, then offer the customer that solution. Avoid passing
issues off to other support representatives. Doing so can make the customer impatient and can also make your colleagues
upset with you for passing on problems you can solve yourself.

Steps to Dealing With a Difficult Customer

While difficult customers may make up only a small portion of your clientele, that minority can take up an inordinate
amount of your time. They can place stress on you and your employees and interfere with servicing your other customers.
You can use a few basic techniques to deal with difficult customers, whether they have a legitimate complaint or not, and
create a calmer, stress-free work environment so you can better serve your entire customer base.

Listen
Sometimes seemingly difficult customers just want someone to listen to them and understand their issues. Their anger and
frustration are not directed at you most of the time but rather at the situation and their feelings of powerlessness. When
customers believe you are hearing their problems and concerns, they typically will give you the time to find a solution to
their dilemma. Repeat back to customers the problems they’ve expressed to let them know you’ve heard and understood
their problem. Acknowledge their frustrations and let them finish their rant without interruption. In the process, you most
likely will hear important information that can help you reach a satisfactory solution.

Ask for Guidance

Difficult customers often know what they want or need to remedy a solution. Allow customers to tell you what will satisfy
them and how you can solve their problems. Questions such as “What would you like me to do?” or “How can I fix this for
you?” may calm customers down and lead them toward more solution-oriented communication. Thank them for their
feedback and ask for specific contact information so you can get back to them with the most appropriate solution. Promise
to make every effort to accommodate them and make them happy.

Present Options
After empathizing with customers’ frustrations and thanking them for bringing their concerns to your attention, you need
to present solutions. A problem may be forgiven easily by offering a small discount or a coupon for a future service. Give
customers two or more options to their problems so they feel they are maintaining some control over the situation. After
all, it’s their lack of power that may have set them off in the first place. If customers are unreasonable in their demands,
continue to look for a compromise and remain solution-oriented.
Follow Up
Once you’ve come to a satisfactory compromise and agreed to solve a customer's problems, you should take the extra time
to follow up and make sure the customer was pleased with the effort and the solution you provided. Leave your name and
contact information to give customers a sense of control should they encounter future problems. They may be able to voice
their future concerns without becoming difficult once they know you are there for them. To make a lasting impression, do a
little something extra beyond the agreed-upon solution such as sending a written thank-you note or letter with an extra
coupon inside and turn a difficult client into a fan.