{"id":4539,"date":"2022-04-06T09:00:00","date_gmt":"2022-04-06T01:00:00","guid":{"rendered":"https:\/\/blog.ninjavan.co\/en-ph\/?p=4539"},"modified":"2022-12-15T16:11:10","modified_gmt":"2022-12-15T08:11:10","slug":"customer-service-experience","status":"publish","type":"post","link":"https:\/\/blog.ninjavan.co\/en-ph\/customer-service-experience\/","title":{"rendered":"How to Get the Best Results when Talking to a Customer Service Representative"},"content":{"rendered":"\n

Whether you\u2019re stuck with a lost parcel or clueless about the sudden charges on your credit card, everyone\u2019s experienced panicking while they\u2019re trying to get in touch with a customer service representative (CSR). <\/p>\n\n\n\n

While most companies guarantee quick and excellent customer service<\/a>, it isn\u2019t always easy. Even if you do get hold of the friendliest CS representative, the calls don\u2019t always end with a quick solution.<\/p>\n\n\n\n

But conversations with CS representatives shouldn\u2019t be fruitless or frustrating. There are ways to get it done right and get the results you expect.<\/p>\n\n\n\n

Why Customer Service Calls Fail to Get Results<\/strong><\/h2>\n\n\n\n
\"bad
Image source: Getty Images<\/a><\/em><\/figcaption><\/figure><\/div>\n\n\n\n

Customer service communication mishaps can happen because of the following reasons:<\/p>\n\n\n\n

  1. Lack of details. <\/em><\/strong>You know the problem, but you don\u2019t have all the details (e.g. shipping details, reference number, etc.). As a result, you spend a chunk of time arguing with the representative who can\u2019t move forward with your complaints if you don\u2019t provide the details they need to resolve your issue.<\/li>
  2. Emotions. <\/em><\/strong>It\u2019s easy to feel agitated or frustrated when talking with the CS rep, especially if they don\u2019t understand your problem or the solutions they offer don\u2019t work.  However, this keeps them from providing more solutions because you\u2019re either dismissive or continuously expressing your frustration.<\/li><\/ol>\n\n\n\n
    1. Distractions. <\/em><\/strong>When you\u2019re not focused on the conversation, you can easily ask the wrong questions or miss important details. While customer service representatives are responsible for providing good service, we also have a part in the conversation. If we want a fruitful discussion, we should be responsible customers as well.<\/li><\/ol>\n\n\n\n

      How To Experience Good Service from Your CS<\/strong><\/h2>\n\n\n\n
      \"Customer
      Image source: Freepik<\/a><\/em><\/figcaption><\/figure><\/div>\n\n\n\n

      To receive good service when talking to a CS representative, keep the following things in mind.<\/p>\n\n\n\n

      Before the Call<\/em><\/strong><\/h3>\n\n\n\n

      Prepare All the Details<\/em><\/h4>\n\n\n\n

      Save yourself (and the CSR) time by jotting down the important details. If you\u2019re disputing a charge, make sure you\u2019ve gone over the billing and have a good reason for thinking there\u2019s been a mistake. <\/p>\n\n\n\n

      If you\u2019re experiencing a technical issue with a service or platform, clearly state the problem. Technical support needs information so they can help you. If you’re reporting a lost parcel<\/a>, have the tracking details and the receipt with you.<\/p>\n\n\n\n

      Plan the Time and Place<\/em><\/h4>\n\n\n\n

      Call during business hours so you have a higher chance of getting connected to a customer service representative. Otherwise, you might be put on hold longer or have no one to answer your call.<\/p>\n\n\n\n

      Also, pick a quiet place to make your call. If you call in the middle of a noisy crowd, you\u2019ll most likely mishear or misinterpret the other person on the line. Find a quiet spot so you and the representative can easily hear each other.<\/p>\n\n\n\n

      Manage Your Expectations<\/em><\/h4>\n\n\n\n

      Chances are, dealing with a CS rep will consume a huge chunk of your time. Expect that you might do plenty of waiting. If you call during a busy time of the day, your session might take longer than expected.<\/p>\n\n\n\n

      Also, recognize the limitation of the CS reps if they can\u2019t resolve your problem immediately. It\u2019s not their fault. A lot of times they\u2019ll need to create a ticket because another unit will look into your issue. <\/p>\n\n\n\n

      Understand that there are processes and protocols that they need to follow.<\/p>\n\n\n\n

      \"calling
      Image source: Getty Images<\/a><\/em><\/figcaption><\/figure><\/div>\n\n\n\n

      During the Call<\/em><\/strong><\/h3>\n\n\n\n

      Be Polite, Respectful and Positive<\/em><\/h4>\n\n\n\n

      Even if you\u2019re dealing with a frustrating issue, refrain from becoming belligerent or abusive. The agent you\u2019re talking to is human, too. It\u2019s extremely frustrating for CSRs to talk with clients who scream, swear or yell at them. If you treat them badly, they might reciprocate the feeling.<\/p>\n\n\n\n

      Maintain a professional tone of voice and attitude, no matter how frustrated you are. Also, always say \u201cplease\u201d and \u201cthank you\u201d when necessary. If you don\u2019t like what the agent is saying, avoid snapping or saying hurtful things<\/a>. Instead, keep calm and state your thoughts.<\/p>\n\n\n\n

      Be Firm<\/em><\/h4>\n\n\n\n

      While you must be nice, you should also be firm. Be assertive and confident when stating your dissatisfaction. Articulate your thoughts properly and communicate that you want the best service. Ask for assurance that they will make sure your concerns are addressed.<\/p>\n\n\n\n

      Be Concise, Complete and Honest<\/em><\/h4>\n\n\n\n

      This is the most important part of your call. If you fail to explain your concern, it can\u2019t be resolved. In a concise and clear way, explain the issue to your customer service representative. Remember to talk slowly and clearly and always include specific details about your problem. <\/p>\n\n\n\n

      Also, avoid making assumptions that they know or don\u2019t know something.<\/p>\n\n\n\n

      Once you\u2019re done, politely ask the agent to recap your conversation to make sure they didn’t miss anything.<\/p>\n\n\n\n

      \"customer
      Image source: Freepik<\/a><\/em><\/figcaption><\/figure><\/div>\n\n\n\n

      Ask for a Reference Number<\/em><\/h4>\n\n\n\n

      This should be SOP, but in case the CS agent didn\u2019t provide you with a ticket or reference number, ask for one. This number will make it easier to check for updates on your issue when you make a follow-up.<\/p>\n\n\n\n

      If necessary, also ask them for the name of a point person that you can talk to the next time you call.<\/p>\n\n\n\n

      “Recognize the limitation of the CS reps if they can\u2019t resolve your problem immediately\u2026there are processes and protocols that they need to follow.”<\/p><\/blockquote>\n\n\n\n

      Many people aren\u2019t big fans of conversations with customer service representatives, thinking of it as a fruitless endeavor. <\/p>\n\n\n\n

      On the contrary, if you communicate with the right mindset (plus all the details), a lot of patience and managed expectations, you can enjoy a pleasant CSR experience.\u00a0<\/p>\n\n\n\n

      Along with couriers and delivery riders, customer service representatives are our unsung heroes during the pandemic<\/a>, assisting customers and making sure the goods are moving and being delivered safely.<\/p>\n\n\n\n

      They are, and will always be, your partners in resolving your problem. So help them help you get the results you need.<\/p>\n\n\n\n

      Featured image by Tom Werner<\/a> via Getty Images<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

      Calling customer service is sometimes frustrating. But we also play a part in makings sure we get the best results from our call.<\/p>\n","protected":false},"author":5,"featured_media":4561,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"none","_seopress_titles_title":"Tips to Get the Best Customer Service Experience","_seopress_titles_desc":"We all want a good customer service experience, but we also play a part in getting great results when talking to a CS representative.","_seopress_robots_index":"","footnotes":""},"categories":[68],"tags":[311,313,314,310,312],"class_list":["post-4539","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","tag-customer-service","tag-customer-service-calls","tag-customer-service-experience","tag-customer-service-representative","tag-good-customer-service"],"_links":{"self":[{"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/posts\/4539","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/comments?post=4539"}],"version-history":[{"count":6,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/posts\/4539\/revisions"}],"predecessor-version":[{"id":7747,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/posts\/4539\/revisions\/7747"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/media\/4561"}],"wp:attachment":[{"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/media?parent=4539"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/categories?post=4539"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.ninjavan.co\/en-ph\/wp-json\/wp\/v2\/tags?post=4539"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}