Legal Research

"Customer Service for Those Clients from Hell"

This post was written by Cheryl: "You know those callers - rude and insulting. Of course, they're not mad at you individually; they are angry with the company, and you're the recipient of their wrath. We've all been told never to take it personally, and once the call is over, we should just go on with our lives, but as much as we promise ourselves and our bosses not to get emotionally entangled in the drama, as exceptional customer service representatives we still want to make it right.

The first part of the angered phone call or meeting is definitely the worst, so we defuse the situation by letting the customer just vent and get it out. Once they're done, we acknowledge that we have heard them and recognize their problem by summarizing what they have just said. We refer to the customer by name from the moment we speak with them. We make it personal.  Chances are they're going to feel better just knowing that we were listening.

We might not be able to solve their problem, but our next step is to make sure the customer is talking to the right person..."

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Source: Service Untitled, 27 April 2010. © 2006-2010 Service Untitled Group, reproduced with permission of Douglas Hanna.

Full post as published by Stark County Law Library Blawg on May 05, 2010 (boomark / email).