Customer service is another way of saying we are giving the customer a helping hand. Customers come for many different reasons. Most cases it is because they are unable to acquire what they want to achieve on their own. When they contact the customer service department they are expecting satisfaction to their problem with the pros who know everything about the product or service.
When the patron contacts customer service, they may seem ignorant or less knowledgeable than the customer service department would think they should be. How can someone not know how to do that? Anyone who does the same thing every day over and over and again is going to be good at what they do, or at least seasoned at it. It’s like learning how to flip pancakes without the pancake breaking. It may sound trivial to the man who digs ditches when the computer geek who doesn’t even know what a pick axe is asks what the first step is in getting the mailbox post into the ground. What about the new mom who never played dolls as a child and has never changed a diaper? Even more difficult to explain to, the older generation with the new technology of smart phones and computers.
The next time a customer seems to be less knowledgeable in the service you provide offer a helping hand. Walk them through the process as if you were doing it the first time yourself. You’ll be surprised at how grateful your customer will be.
Footnote: This year I decided to go with the A-Z of Customer Service. I’ve complained too long that customer service isn’t what it should be. Tell me God doesn’t have a sense of humor. He put me in a position make a difference in what I think customer service is and should be. This month I will share with you what I’ve learned about successful customer service. Hope you enjoy the ride.