XXX

X  has always been the hardest letter for me to blog about in the A-Z Blogging Challenge. In customer service X is used for different things. X marks the spot where a customer signs and agreement or a contract. X is used in equations of an unknown quantity. Customer wants x.xx amount of dollars. (I’m quite certain I didn’t add enough x’s.)

A long time ago a Xerox machine was used in offices all over the world. Remember how good the copies smelled when they first came off the machine?

Some of my customers make me want to escape to a place called Xanadu. Other times I could be similar to the xenoliths.  The Xanthippe customers are my least favorite and I want to pass on to someone else to deal with.

I’m not much for coming up with x words for customer service. Let me know if you have some stories to share.

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.

5 W’s of Customer Service

 

For obvious reasons in order to provide satisfactory customer service these questions need to be answered:

Who
What
When
Where
Why

Who is the customer?
What is the issue?
When did it happen?
Where did it occur?
Why is the customer contacting?

Once these questions are answered, a solution can be determined and the resolution can occur.

And you all thought the five W’s of customer service were:

Waiting on hold
Wake up and smell the coffee
Whiny customers
Wishful thinking
WRONG: ain’t gonna happen!

Share some of your W instances in customer service!

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.

Validation, Verification and Versatility

In the world of customer service satisfaction we must validate the authenticity of the customer’s claim. There are people out there who are not honest and will make things up to get something that is not warranted. Truly unfortunate for those customers who abide the rules and regulations, but in customer satisfaction, validating a complaint is necessary.

Verification must also come into play. Did the customer complete the terms of the agreement? “I bought this at your store yesterday, I don’t have my receipt, it doesn’t have the original packaging or the price tag on it, but I want my money back because I decided I don’t like it.” Really? Well get in line because the people in hell are still waiting for ice water

In our world of dishonest people the three V’s of customer service are part of the longevity of a company. Versatility is a key characteristics of a successful customer service department. Quality customer service agents know how to switch hats and roles quickly and effectively to help each customer with their specific need or desire.

How does your company battle the vicious cycle of verification, validation and versatility to come out victorious in providing customer satisfaction?

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.