Why is problem solving so hard in customer service?
According to Jeff Toister of Toister Performance Solutions and author of three customer service books, there are five reasons why customer service is so hard: So how do we overcome these challenges? Problem-solving. “Every problem has a solution. You just have to be creative enough to find it.”
Is it normal to not be able to explain something to a customer?
Sometimes customers are not able to clearly explain what is wrong and it’s completely normal. They don’t know your processes or your jargon; they just know that they’ve had expectations towards your product or services and are disappointed now.
Why do customer service reps not keep their promises?
You cannot do anything because of the almighty policy. This customer service problem happens very often, it’s a reason for endless frustration for customers, and can be solved very easily. Some customer service reps who make promises don’t keep it because they don’t care about their job.
Which is the second most common customer service problem?
Problem: When a customer keeps getting transferred from one agent or department to another, it ensures that a customer will never return to you or your business in the future. Neither will they recommend you to people they know. This brings us to the second most common customer service problem.
What do you say when you have a problem with customer service?
But communication is hard, and it’s made harder when you’re trying to make the mundane memorable. While the good, the bad, and the ugly of customer service gets most of the press (as with everything else), the majority of support conversations are pretty standard: “I have a problem,” and “Let me fix that problem for you.”
What’s the difference between good and bad customer service?
While the good, the bad, and the ugly of customer service gets most of the press (as with everything else), the majority of support conversations are pretty standard: “I have a problem,” and “Let me fix that problem for you.” In these cases, a good experience becomes great thanks to the pleasantness of the experience.
Sometimes customers are not able to clearly explain what is wrong and it’s completely normal. They don’t know your processes or your jargon; they just know that they’ve had expectations towards your product or services and are disappointed now.
Problem: When a customer keeps getting transferred from one agent or department to another, it ensures that a customer will never return to you or your business in the future. Neither will they recommend you to people they know. This brings us to the second most common customer service problem.