Today let’s talk about review in customer service. Review is important not only to the customer but to the company as well. When a customer contacts a representative in the customer service department, in most cases the customer has reviewed all documentation and has no other option. It is important to review the history of the customer’s purchase(s), returns, re-compensations, and receipts to fully understand what it is the customer is requesting the company to perform.
Review the contract. Were the terms met? Was there a mistake? In most cases there is a little tiny line on page 252 of the rules and regulations or terms and conditions of the fine print that provides an out for the company to not have to comply what the customer is seeking to gain. Once customer service takes the time to review this with the customer and the customer understands, that is when the customer service agent has the opportunity to make an exception for the customer. Create customer satisfaction and shine on you crazy diamond. Tell me all about your fine print fiasco’s in the comments section below! I’d love to hear them.
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.