The last situation any company representative wants on their hands is a customer crisis– that untimely moment when suddenly, against all odds, at some point in your customer care process, someone slips through the cracks. What makes these situations even worse is the emotional toll it can take not only on the people to whom you are trying to offer a service, but also the customer service representatives who are forced to carry any client-misgivings on their shoulders.
Customer service blogger, Jim Logan, is directly aware of the chasms of misunderstanding that can swallow your representatives whole if you don’t follow a good support framework when you manage your customers. He outlines a detailed methodology of getting the client back on your side, so that you can manage customers in a manner that lets them know you’re not the bad guy:
“Involve your customer in the solution selection process. This puts the two of you on the same side of the table. Be sure to lead the conversation, you don’t want to give the impression you aren’t in charge of the resolution — they expect you to be.”
Online communities: A Key to Properly Manage Customers
As cloud-based communication is quickly becoming the norm when it comes to customer service, there is the growing importance to manage customers in a collaborative manner not only by telephone and email conversation, but also via real-time online communication on your company’s website portal. This kind of service is easy enough to implement, but having the discipline to ensure your clients’ needs are being met quickly enough is another story altogether.
No Apologies Necessary: Manage Customers With Punctuality and Expedience
With OneDesk, you can have notifications sent to you and your customer service team according to a ticket’s lifecycle status and priority (among many other properties). Not only can you manage customers and their needs, you can ensure their issues don’t transition into crisis mode by dealing with them in as timely a manner as possible.
Ten Tips to Manage a Customer Crisis by Jim Logan