Parish
Good Customer Service Needs Your Help
RECEIVED Wed., July 1, 2009
Dear Editor,
In response to the bad customer service letter [“Postmarks,” June 26]: What are you doing to provide a better experience? Do you call with the question you want? Do you speak slowly and talk to other people instead of talking to the operator, like children, co-workers, or spouses? Do you have your account information? Do you digress and tell stories to spark additional conversation?
Everyone wants customer service to be fast and effective, but it's a two-way street. Three rules of thumb:
1) Callous as it is, they don't care who you are, and they don't want to engage in social conversation. Get the representative's name if you need it, but don't give extra information that's not asked for and can't be used. The only time that conversation is necessary is when the representative is waiting for a computer to finish something.
2) Don't spell things unless asked. It's not helpful, and it actually makes the process less clear.
3) Ever wonder why you're on hold so long? It's because someone before you decided to weave a long story about his/her frustration with the process (or a happy time in life), spoke slowly, and didn't know what (s)he wanted. Know what you're asking, and keep as much information to get to that answer as fast as possible.
Customer service agents want to help you; they really do. If you want good customer service, though, you're going to have to help as well.
In response to the bad customer service letter [“Postmarks,” June 26]: What are you doing to provide a better experience? Do you call with the question you want? Do you speak slowly and talk to other people instead of talking to the operator, like children, co-workers, or spouses? Do you have your account information? Do you digress and tell stories to spark additional conversation?
Everyone wants customer service to be fast and effective, but it's a two-way street. Three rules of thumb:
1) Callous as it is, they don't care who you are, and they don't want to engage in social conversation. Get the representative's name if you need it, but don't give extra information that's not asked for and can't be used. The only time that conversation is necessary is when the representative is waiting for a computer to finish something.
2) Don't spell things unless asked. It's not helpful, and it actually makes the process less clear.
3) Ever wonder why you're on hold so long? It's because someone before you decided to weave a long story about his/her frustration with the process (or a happy time in life), spoke slowly, and didn't know what (s)he wanted. Know what you're asking, and keep as much information to get to that answer as fast as possible.
Customer service agents want to help you; they really do. If you want good customer service, though, you're going to have to help as well.
Stephanie Webb
