10 Customer Service Secrets Every Consumer Should Know
A lot of people see interacting with customer service as a tricky experience that could end up being a waste of time. Many more dread having to call a contact center for support. This is because of prior negative experiences such customers have had with brands who do not care much about customer satisfaction. On the flip side, we all have experienced our share of amazing service that leaves you happy and impressed, even if it seems rare.
In this post, I share some secrets on how you (a customer) can increase your chances of receiving quality customer service from anywhere. The great part is that these customer service secrets aren’t so secret, they are things you already know but probably overlook.
Here are 10 Customer Service Secrets that improve your chances of receiving quality service.
#1. Know What You Want
Have a clear idea of what you want to achieve before you contact customer service. You’ll get better results if you know what you want up front. Being able to explain your needs clearly to the service rep will make it much easier to get a satisfactory resolution. For instance –
If you are having an issue with a physical product, you need to describe clearly what exactly the issue is.
If you are calling about a bill or charges you’ve received make sure you’ve studied it very carefully.
The more detailed your description of the problem is, the better a solution service reps will propose. Make sure your request is not only reasonable but possible, calling to request that your pizza is delivered in 5 minutes might not be possible even though the request is reasonable.
#2. Use Names
A person’s name is the sweetest word in any language, it is a doorway into their world, try to remember the name of the customer service rep you’re speaking with and use it. Most people don’t realize the power a person’s name has or how It creates a psychological bond that helps put them “on your team”.
The simple act of using the customer service reps name personalizes your interaction and makes the rep feel more accountable for the results they deliver.
#3. Be Calm
Yelling or swearing at a customer service rep will not help you very much, no matter what the problem is, if you get what you want this way, you’d look like a jerk for berating the employees who have no fault in your predicament.
If you have any sort of complaint with a company, try your very best to stay calm while making your complaint. You will get much better results, with more people willing to assist you in finding a resolution if you’re calm and clear when you share your experience.
#4. Escalate If You Have To
If you’re unsatisfied with the results of your interaction with the service rep, you can ask to speak to their manager or supervisor – Do it politely but firmly. Most times, supervisors are empowered to make “exceptions” to company policies. However, it is important to keep an open mind, do not expect this to happen every time, the supervisors might just reach the same conclusion with the prior service rep you spoke with.
#5. Be Polite & Courteous
Be polite and friendly when you interact with people who work in customer service. Why not be the friendly customer who asks how their day has been? What’s the harm in being friendly to people? These employees are in the front line, they know all the tricks and will often do more than is required of them to assist you – if you’re polite and courteous to them.
#6. Use The ‘Magic Question’
To get actual help/advice from customer service reps, try using the ‘Magic Question’ formula. Frame your question this way:
“If you were in my position Jane, what would you do?”
This question makes the rep consider the situation from your point of view, and they will be more likely to empathize with you. Using the service rep’s name makes it even more personal and would inspire the rep to give you candid advice.
#7. Don’t Keep Good Service To Yourself
Whenever you receive unusually good customer service, don’t keep it to yourself. It takes only a few minutes to email feedback to head office or management. A simple message like –
“Hi, I visited XYZ store today, and Mr X did a really good job in assisting me to get…..I am glad I made the decision to visit the store because of the way Mr X treated me 🙂 I will definitely be back”
This will work its way down to the employee’s manager and then to the employee, and probably to the personnel file. It might not seem like much but feedback like this could lead to promotions and bonuses, and you’re equally encouraging good customer service, which seems too rare these days.
#8. Contact Call Centers During Off-peak Hours
For the shortest wait time, contact call centers between 7-10 a.m or 11 p.m – 2 a.m. During these hours pressure on the channels is significantly lower because most people are fast asleep or just about to begin the day. That way you wouldn’t have to wait for so long before you’re connected with a service rep.
#9. Don’t Be Shy To Say It on Social Media
If you’re able to get prompt service via any of the traditional service channels, don’t be shy to try social media. Social media has become a viable customer service tool and most businesses have some presence on social media.
Share your experience and your dissatisfaction with the business on their social media page, it important that you do so in a polite way. You might just get a satisfactory resolution because brands are mindful of how they treat complaints on social media – which is in the public eye. Some brands will respond to direct mentions just to show their followers that they are ‘responsive’.
#10. Try Alternatives
Sometimes brands unknowingly commit customer experience mistakes that make it difficult to continue business with them. If there’s a better alternative – you should switch to it. There’s no need doing business with a brand that makes it difficult to do so, especially when there are alternatives. Perhaps if enough customers do this to customer-hostile businesses, such brands would get the message and change for good.
There’s no guarantee that you’d get great service every time you apply these tips, but simply doing them will go a long way in improving your odds at receiving great service.
Do you know more tips? Please share in the comments below!
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It sounds great to remember the reps name and use it during your discussion, BUT first you have to be able to pronounce it AND understand what they are saying! Not an easy task these days especially if you call at some of the hours you mention!
What could be difficult about remembering a reps name Robert? Unless you’re connected to a rep that speaks a different language it is not such a difficult task.
Kelechi Okeke, I think your reply was not good Customer Service. Robert was being sarcastic, which is not a good way to handle a compliant, about the off shore call lines that many companies use now. I have had some horrible experiences especially with SafeLink regarding a government sponsored phone. If the company sells here, the customer service should be here also.
Thank you for your comment Tina. I understand a lot companies outsource their call center operations, maybe I misunderstood Robert. I would suggest that anyone who has difficulty communicating with a service rep should request to speak with someone else preferably a supervisor or if all else fails, explore social media channels or live chat (if available).
I agree with Robert. This is my experience as well more often than not. It appears to me that a lot of companies farm their customer service departments out to foreign countries. It’s very frustrating when you can’t understand them and they don’t seem to understand you. A recent issue with my internet took 3 calls to my provider before it was straightened out. From now on I will ask to speak with US based customer service as another commenter suggested.
You’re absolutely right Cindy a lot of companies outsource their call center operations to minimize cost and this comes at price – deteriorating customer experience. It’s best to request to speak with a superior or explore other channels. If the brand has limited customer service channels they risk losing customers to competitors who make easy for customers to reach them.
When all else fails, I never hesitate to contact the President or CEO of the company. This option has ALWAYS brought resolution for me. And if you are having trouble communicating due to a language barrier with a rep in a different country, ask to speak to a representative in the states/ Most large businesses do have reps in the states whom you can talk to if you call during normal business hours.
Great point Pat! Most times, things happen favorably when the CEO gets involved. Thanks for sharing 🙂
What a timely subject (for me).
“My” supermarket has just changed their check-out procedure from checker putting my purchases on the moving belt to requiring the customer to do so.
I am 87 years old and unable to move very fast so will be holding up customers behind me.
Who can I contact to get the store to change back?
How inconvenient Edith! The best line of action is to write or request the audience of senior management as I doubt the manager at the particular outlet can implement any alternative for senior customers such as yourself. What supermarket chain is that? I am willing to reach out to them on your behalf.