Customer Service Lesson 8 How to Solve Problems.
Solve the problem, or find someone who can solve it— quickly! Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.
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When you manage a seemingly infinite number of customer service emails, it’s easy to lose sight of why each one matters. To people on the receiving end, a single interaction can make or break their customer experience.Email affects everything from repeat purchase rates to lifetime value to how someone talks about your brand privately and publicly.
Another one of the essential customer service skills is problem solving. It’s important to be willing to help customers come up with a solution to their problems. In order to be able to provide an effective solution, make sure you ask the right kind of questions.
Assign one role-player to be the customer service agent, and the other to be the customer. Then have them move through each of the five steps, encouraging them with the next step if they seem stuck. Afterwards, ask your judges to discuss how the customer service agent handled each step, and to come up with their own diagnosis.
Problem analysis and solving - Most of your work as a customer service agent revolves around problem solving. You need to be able to understand the customer's problem as well as the appropriate solution. Having a good knowledge of the product can help with this along with attention to detail about both the product and your customer's issue.