Kirsten Westholter
Business Consultant, Rising Phoenix
Kirsten is a business consultant with 20+ years' consulting and project management experience working in different industries: from banking and insurances to retail, telecommunication...
Show More
Meet the mentor
TALK SHOW VIDEOS
Tricky Workplace Situation Handled
- She could have asked questions instead of saying hmm multiple times. She did not reply to the customer's questions and actually does not know what the issue is. Without really listening to the customer she already forwarded the call to one of the IT experts. She did not do anything to solve the issue and did not even listen properly.
- No she is not. I expect she needs clarification prior to making a purchase, especially since the extra fee is high and has never been stated before. It is very likely that she needs an answer right now and not wanting to wait for an answer to her email.
- Mainly the company should have made it clear that the 25% charge would be added for delivery in an earlier stage and not at the very end. The company could have been more transparent and clear in their information.
- It could be a solution in case members of the virtual team do speak the language that the customer speaks, it could provide more options as to language.
- 1. Speak very clearly and slowly 2. Use simple words 3. Try to summarize what the customer says, also in simple wording 4. Ask simple questions to have the customer confirm what you are saying 5. Be empathetic 6. Send an email after the conversation with follow up steps
- Always gather and save delivery information hence you do know the order has been delivered; also the more you know about your customers the more likely it is you can identify patterns which are not common
- Customer service is often the first point of contact; they keep track of communication with customers, keep the records and have the direct communication with customers. They can recognize patterns out of the ordinary and need to be trained on recognizing certain behavior. Make a commitment to providing excellent customer service. By building a relationship with your customer, they are far less likely to commit friendly fraud against you. If there is any issue at all with the product or the service and they know that you are willing to help them, the customer is more likely to ask for help first before filing a chargeback.
- 1 : The agent was not understanding or empathetic; he should have responded first with empathy that he is sorry this happened and wants to try to find out the reason for the platform crash. He could first check if there were any known issues on their side. When the answer Firefox was provided, he could have asked more details. What exactly happened.
- That way they know that you are taking them serious and that you are working on a solution. Communication is key when it comes to customer relationships. If customers do not hear anything regarding an open complaint, they might think that you are doing nothing to solve it.
