If you are looking for the best customer service, the following insider information will have customer support representatives eating from the palm of your hand.
It’s not easy being a customer service rep (as you can see in the image above). A typical day consists of assisting hundreds of annoyed individuals sprinkled with a handful of irate ones; and your job is to turn all those frowns upside-down. The truth is, regardless of treating a support representative poorly or with respect, it’s their job to help you with a positive attitude and they will most likely live up to their duty. BUT, if you are looking for the best support experience possible, I suggest the following.
The phrase “treat others how you want to be treated” goes an extraordinarily long way when dealing with a support rep. Approximately 50% of customers are indifferent, 30% are rude, 10% are shamefully rude, and 10% are pleasant. That 10% of pleasant customers is such a refreshing experience after dealing with everyone else, that you want to do everything possible to provide those pleasant customers with the best support possible to show your gratitude.
We realize customer support is a frustrating process; however, it’s in the customers best interest to stay friendly. One of the hardest things I’ve ever had to do in life (I’m not exaggerating) is assist users who were treating me like dirt. It’s seriously the equivalent of being a server and a customer demanding “bring me my F&^*ing burger you waste of life” and then having to put one’s pride aside to perform the rudely requested task. It’s seriously an internal struggle and I would sometimes spend countless minutes exhausting all possible ways NOT to meet that rude customers request. Even the sweetest of customer service reps struggle with this. Most likely these customers will get what they are asking for in some shape or form, but if you want the best result possible, whether that means a full refund, return, etc., you’ll have a much better chance of achieving it with kindness and honesty; I promise.
Companies aren’t perfect, and neither are customers (though we were required to act as they were so). If you make a mistake that led to an erroneous charge or purchase (wrong product, color, operating system, etc.) you have a much better chance of rectifying the issue with a genuine explanation. I was always sympathetic toward someone who was honest and sincere about a user error. Rude and lofty excuse inquiries are few and far between, but they are easy to sniff out and you really have to dig deep from within to assist someone placing wrongful blame.
Long, drawn out explanations can distort the actual problem. This can negatively affect quality of support received. Try to be short and succinct whenever possible. Provide any pertinent information that will help the representative solve your issue. This usually entails account numbers, emails associated with account, and screenshots when necessary. I received way too many emails that were the length of a proper essay when they could have been summed up in a couple sentences. Keep it short and simple for a timely, effective response.
Send One (1) Inquiry
Essentially all online retailers use a support helpdesk. Helpdesks are intuitive software that help support teams manage inquiries more effectively. When you submit an inquiry, it goes to the end of the queue of all pending customer inquiries. One of the best features of a helpdesk is it’s ability to group multiple inquiries from one user. The problem is, when a user submits a second inquiry, the helpdesk combines it with the previous inquiry and sends it to the back of the line. Granted this is a user experience flaw that needs to be fixed, that is the norm as of now. I highly suggest waiting 4-5 business days before sending additional inquiries. If you choose to send another inquiry, I suggest using an alternative email to avoid potentially losing your place “in line”.
As a former customer service representative, I now know exactly how to receive the best possible support as a customer. Be overly kind, sincere (sincerely complimenting their name or service does wonders!) and succinct and you will be rewarded with the best customer support possible. I guarantee it.
Any questions, comments, or concerns? Don’t hesitate to ask me @AllanBlocker!