You’re The Third Person I’ve Talked To! (from No Problem!)
Creating Customers for Life
Being on the receiving end of a caller that has been transferred a lot of times - especially when the people they've talked to before haven't been very helpful - can really test your customer service skills. There are a couple of things you can do. Be sure to empathize with the caller. Assure the customer that you can help. And, finally, if it's absolutely necessary to send the call to a manager, ask the customer for enough information to make sure that you can direct the call to the right place. And then explain what actions you're going to take to fix the problem.
Learning Paths & Details
- Leadership
- Personal Performance
- Type: Video Vignettes
- Audience: Managers / Supervisors
- Available As: Download, USB, USB-2YR, USB-3YR
Topics
Suggested Industry Usage
Competencies
- Manage Customer Experience
Buying Options
Training Files (10)
Additional Information
This scenario is a great example where even though the customer was asking to talk with a manager, the customer service rep tried to handle it without going to the manager. There are four key action steps that can be used:
- Empathize
- Assure you can help
- Get information
- Explain your actions