By Richard W. Pesce, Manager,
Communications Sprint Nextel (Published November 20, 2006)
We live in a do-it-yourself - or DIY - world: ATMs, pay-at-the-pump,
grocery self-check out lines and of course restaurant buffets. So
naturally, when consumers have an issue with a product or service
they want it resolved - FAST.
Businesses are responding by offering customers another convenient
DIY option: online self-service. Everyone benefits from this no-hassle
solution during this – National Customer Service Week, October
2-6 – or any, busy time of the year.
Adoption of online self-service by consumers is certainly on the
increase, as today most customer issues and questions can be done
quickly on the web, usually 24 hours a day, seven days a week. By
registering on a company’s website, you gain complete access
– at any time of day – to account information. And,
customers can view and pay bills, submit application or order forms,
and report customer service-related or technical issues all online
without ever stepping foot in a store or having to pick up the phone
and call a customer service department.
Online self-service puts the power of control back in the customer’s
hands. Not only does it reduce the wait time on the phone by not
having to call customer service or help lines, but it gives the
customer the convenience of taking care of customer service issues
when they want to, no matter whether they are at home, the office,
or traveling.
Consumers are taking advantage of online customer service tools
whenever possible. But, there are times when a customer will want
to contact a company’s customer service department to speak
to a representative. When that need arises, there are a few tips
consumers can follow to effectively work with customer service departments
to get the desired resolution to their issue.
1. The Golden Rule. Keep in mind that service representatives want
to help you resolve your issue as quickly and easily as possible.
By remaining calm and professional, you’ll start the relationship
on the right foot and help guide the conversation towards resolution.
2. Have your phone number, passwords and account information ready.
This will enable a representative to quickly gain access to your
records. Customer Service representatives respect the privacy of
their customers and therefore will only release account information
to the account holder.
3. Articulate the issue and the resolution you want up front. The
more relevant information you have about the issue, the more effective
it will be for the representative to help you.
4. Take advantage of the best times to call. Customer service departments
typically receive the fewest calls on Friday mornings, with Mondays
and the day after holidays being the busiest. Even though call centers
staff up during peak call periods, you’re likely to receive
expedited service later in the work week.
5. Establish realistic expectations. Customer service representatives
are trained to resolve your issue on your first call. It is reasonable
to expect answers to your questions and a resolution that is fair
to both parties. If you’ve followed these tips and still have
difficulty getting a fair resolution, do ask to speak to a supervisor.
6. Take customer service surveys. Reputable companies such as Sprint
Nextel regularly survey customers who have contacted their customer
service departments to find out if they were completely satisfied
with the service they received. Customer feedback is vitally important
so the company can make changes to technology, training and processes
that can help improve service.
Companies also have ways for their non-customer service employees
to report or help resolve customer issues. So, if you know someone
who works for a restaurant you dined at, a store where you bought
a product you’re not satisfied with, or even at the wireless
carrier who you have service with, make sure you tell that employee
about the issue you are having or a disappointing recent experience
you may have had. These employees can take immediate action to help
customers quickly without any further inconvenience to the customer.
By giving customers the choice of service, companies today can
help improve the overall customer experience. Self-service is one
of a variety of customer service tools that provides all of us with
a compelling experience, particularly if that service is both consistent
and personalized. It’s a powerful tool that gives the customer
what they want, when they want it.
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