How often you come across a customer service representative who leaves a smile back at your face ? I use services from some of the leading companies from across the world and very often the experience of talking to their representatives leaves much to be desired. However once in blue moon, you come across a person who genuinely seems to be interested in solving the problem you are facing and offers a simple apology for in-convenience you may have faced.
So what are the probably the two most important characteristics you expect from customer representatives ?
From the organization perspective it might be product and process knowledge, and they are rightly trained intensively for that. From customer standpoint I believe Empathy and Humor go a long way in establishing a connect with stressed customer. Let me get this straight empathy and humor alone would not help, I do not call support to hear silly jokes and that's certainly not what I meant :). Without product and process knowledge these qualities are like vehicle without fuel, and would not take you anywhere.
I have seen lots of such situations and executives who are loved by customers and are asked to be put on in a stressful situation, and without fail they come out diffusing an atomic situation using these two qualities. Here is an example of one conversation between amazon customer rep and customer.
Me: Tracking shows delivered but shipment not received
Amazon: Warmest greetings [...] my name is Thor.
Me: Greetings, Thor. Can I be Odin?
Amazon: Odin, Father, How art thy doing on this here fine day?
Me: Thor, my son. Agony raises upon my life.
Amazon: This is outrageous! Who dares defy The All Father Odin! What has occurred to cause this agony?
Me: I’m afraid the book I ordered to defeat our enemies has been misplaced. How can we keep Valhalla intact without our sacred book?
Amazon: This is blasphemy! Wherever this book has been taken to, I shall make it my duty to get it back to you! I fear it is Loki but I dare not blame him for such things. I shall have your fortune returned to you and thereafter we can create a new quest in order to get the book back to you.
Me: Very well my son.
Amazon: Allow me some time to round up my allies and complete this my father.
Me: Do it for me Thor, but most importantly do it for the mortals whose destiny (and grades) rely on this book.
Amazon: Alas, the treasure has been returned to you. You now need to reinstate your book into your archive so that you may yet receive it soon. I shall have the Valkyrie deliver it to you as fast as their wings can move.
Me: Ok so roleplay aside I have my money back and reorder the book?
Amazon: haha yes I have refunded you and you need to reorder the book.
Me: Great!
Amazon: Have you placed the order
Me: Let me do that
done
Amazon: Okay let me edit it for you [...] that good?
Me: Wow hooking me up for one day delivery? Sweet!
Amazon: Haha yea man gotta get your book asap!
Me: I’ve heard Amazon has great customer service and this just proves it! thanks man
Amazon: No problem, is there any other issue or question that I can help you with?
Me: Nah that was it. Really appreciate it
Amazon: Anytime bro. Have a great day. Goodbye Odin
Me: Bye my son.
So what are the probably the two most important characteristics you expect from customer representatives ?
From the organization perspective it might be product and process knowledge, and they are rightly trained intensively for that. From customer standpoint I believe Empathy and Humor go a long way in establishing a connect with stressed customer. Let me get this straight empathy and humor alone would not help, I do not call support to hear silly jokes and that's certainly not what I meant :). Without product and process knowledge these qualities are like vehicle without fuel, and would not take you anywhere.
I have seen lots of such situations and executives who are loved by customers and are asked to be put on in a stressful situation, and without fail they come out diffusing an atomic situation using these two qualities. Here is an example of one conversation between amazon customer rep and customer.
Me: Tracking shows delivered but shipment not received
Amazon: Warmest greetings [...] my name is Thor.
Me: Greetings, Thor. Can I be Odin?
Amazon: Odin, Father, How art thy doing on this here fine day?
Me: Thor, my son. Agony raises upon my life.
Amazon: This is outrageous! Who dares defy The All Father Odin! What has occurred to cause this agony?
Me: I’m afraid the book I ordered to defeat our enemies has been misplaced. How can we keep Valhalla intact without our sacred book?
Amazon: This is blasphemy! Wherever this book has been taken to, I shall make it my duty to get it back to you! I fear it is Loki but I dare not blame him for such things. I shall have your fortune returned to you and thereafter we can create a new quest in order to get the book back to you.
Me: Very well my son.
Amazon: Allow me some time to round up my allies and complete this my father.
Me: Do it for me Thor, but most importantly do it for the mortals whose destiny (and grades) rely on this book.
Amazon: Alas, the treasure has been returned to you. You now need to reinstate your book into your archive so that you may yet receive it soon. I shall have the Valkyrie deliver it to you as fast as their wings can move.
Me: Ok so roleplay aside I have my money back and reorder the book?
Amazon: haha yes I have refunded you and you need to reorder the book.
Me: Great!
Amazon: Have you placed the order
Me: Let me do that
done
Amazon: Okay let me edit it for you [...] that good?
Me: Wow hooking me up for one day delivery? Sweet!
Amazon: Haha yea man gotta get your book asap!
Me: I’ve heard Amazon has great customer service and this just proves it! thanks man
Amazon: No problem, is there any other issue or question that I can help you with?
Me: Nah that was it. Really appreciate it
Amazon: Anytime bro. Have a great day. Goodbye Odin
Me: Bye my son.
