I work with customers on a daily basis that experience difficulties with Customer Service issues.  I’ve been in the Wireless industry for ten years and this has always been a beast of a problem to handle.  I think the main issue is that someone can speak to 10 different Customer Service Agents and receive 10 different solutions.  Solutions are great, but if they do not address the customer’s problem then it can make for a tense exchange.

I think the key to navigating this channel is to keep anger out of the picture and knowing that everyone is not trained at an optimal level to provide the best customer experience. I find that putting myself in the agent’s shoes and showing empathy for their job function will usually bring the desired outcome. Also, I find that by using the agent’s name I will enhance a positive connection with the agent.  The caller may find that when they explain their issue in a concise manner and having a defined objective for calling Customer Service, the door to “yes” seems to appear out of thin air.

When we don’t get the answers we want, normally there is an assumption that the agent does not want to resolve the issue. I find that most of the time, the agent does not have the authority to fix the problem. When this happens, it is time to (nicely) ask for a supervisor.

By Keith Sloan