There are certain unwritten rules of behavior when calling customer service. Even though customer service representatives are always there to help you with any issue, making that contact a positive experience for both sides with satisfactory outcome should be the number one goal for both sides. Here are some advice for doing just that.
The title of Customer Service is what the job entails, a Customer Service Representative is there to answer questions that a customer has. Sometimes, they pertain to a glitch on a statement, and sometimes the issue might have something to do with an order that was sent. Either way, CSRs commonly go out of their way in order to see that a customer is satisfied before the call is ended. The following is some advice on how to possibly make this connection between the Customer Service Representative and the customer a bit stronger on both ends.
From Customer Service to Collections
A collections Representative has to know a bit about the customer service field. After all, they are persons with daily life struggles of their own and can understand the issues that most call centre customers face. However, they do have a job to in the comittment to do what their supervisors expect. Even if a customer calls into make a payment on their account or has a question pertaining to it there is a swapping of information between the customer and the representative about how to address the account and perhaps work out a payment schedule. The sharing of information from customer to representative is customer service related.
Customer Dos and Don’ts
While it is true that the customer should be treated by the representative with respect, there are instances when one is not “always right,” and nowhere is this a more frequent practice than in a call centre environment. Here are some pointers that some customers may want to take into consideration.
1. Do Not call in and claim that a debt you owe is fraudulent after inquiring about a statement you’ve received.
If you owe any company money be it a credit loan, or a doctor’s bill, then you can expect to get collections calls.
2. Be patient with your CSR when they are filing your requests.
There may be some truth to call centre harassment, however it is not due in part to the actual representative. In a call centre environment the phones are set by an automatic dialer, which can generate the same number several times throughout a day, which is why a customer might get calls from the same company within an eight hour time frame.
3. When placing a catalog order over the phone please have all the needed information such as the item number, the size, the color, and the quantity of the item.
This is a common mistake made by many customers who call in with a catalog order. it really is easier on the Customer Service Agent when the customer has all of the ordering information in front of them whether they are placing an order for the first time, or inquiring about a previous order’s status.
4. Pay attention to cycle and due dates on bank and credit card statements.
Another common folly of customers who call into a call centre is that they aren’t aware of the information on their credit statements that tells when their next bill is due. A billing cycle lasts from 29 to 31 days and payment is generally due 15 days from the time of the original purchase.
5. Do not Assume the CSR will know everything about your situation.
Each representative who takes a call should make their own set of notes that explains in brief a testimony of at least two pieces of information. Their version of the customer’s situation, and what the CSR did to try and resolve that issue. Not that this is always the case, which is probably why so many customers get aggravated about being asked the same questions multiple times, but it is suppose to be this way.
6. Don’t Shoot the Messenger.
In most cases with the call centre services, a Customer Service Representative is only doing his or her job. All CSRs have a standard scrip that the superiors of their superiors deem is significant for the cause, and while it might not seem so, most of us really do listen to the customer’s story and come up with the best possible solution.