Offering Multiple Customer Options

If you land a job in customer service, be sure you are doing just that, servicing your customer. So often customers are sold what the representative thinks they need or tries to direct them to a service or product that the customer did not ask for. If a customer is not comfortable with ordering online, do not force the issue; just assist them and handle them in the way they are desirous to be handled.

Many people are not as receptive or interested in the newest technology, and do not wish to be pushed into being serviced online, or through an automatic system. There are so many calls today that get pushed and are handled by automated computer systems and it can be very frustrating for those of us that desire a real person. If your company does not make it easy for a customer to for instance "hit 0 to reach an operator" then you are probably frustrating many, and possibly even loosing customers.

If possible, always provide multiple ways to service your customers so that customers can more readily be serviced the way they are more comfortable with. A company can save a lot of money with the automated services and the majority of their customers will use them without complaint. But be sure to offer an alternative way for those who do not wish to go that route. Offering a variety of customer service options will better satisfy more customers. And if a customer chooses to deviate from the normal way, and asks for special treatment, be sure to service them with a smile, and not an attitude or lack of patience as if they are bothering you.

If you have a position as an incoming phone representative for your company, taking the calls on the "other side" of one of the automated services, just be prepared to deal with customers who may have been struggling through that system and may be frustrated when they get to you. I have actually been in this situation, and gotten very frustrated over the automated system not being much help, and then, upon finally getting to a real person, they gave me an attitude. That just compounds the problem and is a sure-fire way for a company to end up with dissatisfied customers and possibly loosing some in the end.

So, always seek to serve the customer in the way they are comfortable being served and do no force them to conform to the latest system in place. And as always, be courteous and polite, even in the face of an aggravated customer.

Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, and musician. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.