Top 10 reasons your employees are failing at customer service

Top 10 reasons your employees are providing poor customer services

1: They don’t know how to fix the issue

                This is the number 1 reason issues don’t get fixed. Lack of training, constantly changing policies and offers, consistent turnover that means newbies on the floor every 10 days…and so on.

2: They don’t care about fixing the issue

                It may surprise you (it did me!) to learn that many people work for reasons unrelated to “I want to do a good job and achieve something”. Pocket money, meeting romantic partners, having fun, making friends, or just getting a line on a resume may all be the reason Tootums is more interested in taking long breaks than helping your customers.

3: They aren't empowered to fix the issue

                This really grinds my gears. The company breaths down the vendors’ necks to find out why their NPS score is so low…only to find out that there’s a mandatory 7 minute AHT, after which a manager *must* get on the line, no matter how the call is going. (True story!).

4: They are overwhelmed or intimidated by the customer

                Some customers come on the line like a charging rhino- swearing, yelling, threats, huffing and puffing. For many of your reps, who might be 18 year old-s at their first post school job, this can be very upsetting and scary.

5: They have decided that arguing with the customer is more satisfying than fixing the issue

                This is admittedly rare, but for about 5% of reps (usually those in collections, tech support, or sales), they seem to enjoy arguing with the customer more than fixing the problem. Maybe because it’s a change in their boring daily routine?

6: The client company policy is forcing their hand

                Mandatory Early Termination Fees. Low, low, low bandwidth caps. A limit to refunds. A Byzantine return policy. Why, MegaCorp, why?

7: The vendor company (you!) policy is forcing their hand

                Sometimes the policy of the company that handles the outsourcing is at fault. When you count seconds as “over break”, you tend to alienate your labor force.

8: They are distracted by personal issues

                Breakups, family problems, money issues…you know the drill.

9: They literally don’t have the ability

                Also rare, but sometimes a rep is just…wrong for the job. They’re shy, easily confused, not verbally inclined, or just…not over-blessed with brains.

10: The customer is in the wrong or the issue is un-fixable             

                We've all been there. Sometimes the situation doesn't require customer service, it requires triage and patience. And a coffee break. 

7 things you should NEVER accept as a customer---and how to eliminate them.

1: Paying a fee for being broke

                This is just so evil. Late fees above $50 dollars on rent. Bounced check fees resulting from “stacking”. Minimum balance charges. Interest rates that vary depending on your credit. These are the ways unethical companies make money. You shouldn't have to stand for it.

Your move(s): Work with a credit consular or money manager to get less broke, find less predatory companies to work with, publicize the nefarious practices of the Evil Ones, use a service like Manilla to track your bills and payments.

2: Impatient service providers rushing to the solution

                Everyone’s rushed and overworked, especially front line reps at a call center. But it’s their job to hear you out (within reason!)

Your move(s):Sympathy, with an iron edge. "I know you're eager to help me, but I actually need to explain my situation a little bit more before we move to the solution, okay? Thanks."

3: The blowback from the previous rude customer landing on you

                You’re not the a$$hole who just threw your organic coffee at your barista, right? So why are you the one trying to turn her frown upside down?

Your move(s): Sympathy, with a humorous edge. "Wow, that last guy was some piece of work, eh? Well, we're not all like that, I can tell you." If this doesn't work, try yoga breaths, remembering your first job, and just letting it go. 

4: Huge mergers with the potential to significantly lower your quality of life

                Why more people aren't in a froth about banks, cable companies, and tech companies taking over the earth is a mystery to me. It’s going to make your life really, really miserable when ComCast/Time Warner has the power to throttle content from other providers, yet…somehow it’s pushed through.

Your move(s): Short of slowly weaning yourself off cable and the internet over time, I honestly don't know. This is so scary, yet so real. Any ideas? 

5: The first (unreasonable) “no”

                Refunds, rebates, replacements---sometimes you need to push a *little*. 

Your move(s): Just do it calmly and politely, and use the “threat sandwich”. Compliment the product or service, threaten to take your business elsewhere, and then assure the rep that you’re positive something can be worked out…can’t it?

6: Purveyors or service providers who fail to hold up their end of the “bargain”--after you've invested your time or money with them (i.e. 24- hour plumbers not answering the phone after 9 PM to come back and repair the drip they missed the first time)

                You paid for a service or good, not a marker at a blackjack game. Reliable, honest, and consistent service shouldn't be a gamble.

Your move(s): Ask for a recompense for the miss, and failing that, get on Yelp or Twitter and detail your disappointment. 

7: Consistently poor service, performance, or longevity of the product

                One or two incidents in the lifetime of a relationship is no big deal. Monthly or weekly screw-ups, multiple disappointments from the same company, and Houston, we've got a problem. 

Your move(s): Time to change your provider or brand. If you're stuck with a dud product or service (contracts, cable company monopoly), try to work with the company and see if you can improve the problems. If that fails...channel your righteous rage into inventing an alternative.