As a fairly new employee of my company, it can sometimes feel intimidating to always offer the best possible service. I have an excellent training program, support tonnes, and the lines of communication open with all of my department, but I found it, I'll run into situations this strain just me - it is inevitable. This phone call, one I understand so little of what they're talking, they might as well be speaking another language. While I would answer their question or provide an explanation, I can not just.
Thinking about it brings me back to my recent experience as a client. I moved: new city, new house, new job. In the packaging of chaos, I stuck my Internet modem in the back seat of my car to box and ship back as directed by my ISP. Fast forward about a month; I paid in my new life and he sat my Internet modem. Oops! I called the company in a panic. I understood it was all my fault, but I wanted to know what to do about it. After spending some time waiting, I'm finally able to talk to a real person. Unfortunately, she did not have the answers I needed.
The representative of customer service confirmed that I should return the modem as soon as possible, but she did not know if I would still pay a fee. I just wanted a concrete answer; when will I pay and how much? She simply did not. Instead, we went round for a good thirty minutes until I finally gave up and ended the call.
Except that I could not let it go. I called back, and this time I got someone else. My new representative was also uncertain at first, but he did something completely different. He said, "Do you mind now as I found for you" Finally, someone who cares after a brief delay, he came back with all the details I needed it were that simple!. than that. he knew he did not have the answer, but he was able to find it, and I was delighted. I spoke with two people at the same company, which no one knew the answer to my question. However, their actions left me with two completely different feelings.
I quickly learned in my new position that almost everyone will accept the statement, "I'm not sure, but do you mind now as I discovered for you? "the truth is that no employee, new or experienced, will ever know all the answers to every question. But the way we behave in these situations is what matters most.
Have you had a positive experience with a representative of customer service? What have they done gave you a lasting impression? I'd love to hear from you in the comments below!
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