twelve solutions

Our focus this month is on receiving correct customer information. Many times we listen and jot down the wrong details or misspell words. The repercussion of this for CSR’s is that it may slow down the problem resolution process or sometimes makes it impossible to resolve the customer’s complaint or request.

More often than not when you receive a customer, you are required to request for the first name and possibly last name. If you are not sure of what you heard, rather ask the customer to spell the name for you than make him/her repeat the name over and over again while you try to guess the sequence of alphabets to spell the name. It saves time and is less likely to get your customer irritated.

Also collect addresses carefully, never assume you know it unless you are absolutely sure. And because these are split second decisions, its always better to request for the spelling from the customer than try to guess. Same thing applies with numbers, always write numbers down in the sequence you are given lest the information becomes useless.

To ensure you are on the right track, its always important that you confirm the information you have before the end of the interaction. Read what you have written down back to the customer and let him/her confirm that you have the right information. That way you are assured of a quick turnaround time on the customers request/ complaint.

Keeping the customer happy should always remain our number one goal and customers feel more confident about a resolution when they realise you have jotted down the right details during the confirmation stage.

Tags: active listening, information

This entry was posted on Tuesday, April 7th, 2009 at 4:53 pm and is filed under Site News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.