In satisfactory customer service situations a good representative will be skilled at troubleshooting. A knowledgeable customer service agent will pinpoint what the issue is quickly and resolve the difficulty or problem proficiently.
Being a troubleshooter in customer service brings its own problems. Sometimes the customers can be troublesome. They come with a problem they want resolved and instead of going through the techniques of troubleshooting to find out where the issue lays, they just want it resolved. The customer refuses to take the steps for whatever reason; they have been through the steps before, they tried that and it didn’t work, or my personal favorite, they don’t have time to troubleshoot.
Troubleshooting is an important part of any customer service program. It helps determine where the issue is so that it can be corrected and improved on for the next customer. These techniques have been put in place by tried and true professionals. If the issue has come to the point of needing troubleshooting, by no means should any part of that troubleshooting program be skipped. Even if you have been through it before, keep in mind humans make mistakes. There could be one minor detail that was left out the first time. It could be as simple as turning on location services in an application or checking off a box on a website. Whatever the case may be, troubleshooting an issue correctly will most likely correct the issue.
Tell me your troubleshooting stories — I know there are thousands of user error stories. Would 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.