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ContactCentreSmartDismantling Frustration. Engineering Happiness
Which skill
matters MOST
when dealing with
IRATE Customers?
March 2017
ContactCentreSmart
Which skill matters MOST when dealing with IRATE Customers…?
a. Communicating clearly
b. Showing genuine concern
c. Finding good ways to deliver bad news
d. Being friendly and polite
Seriously Fun Quiz…
www.ContactCentreSmart.com 3
You’ve just bought your kid a new bike and you’re picturing this scene…
But you discover there’s an ‘issue’ with the brake cable and now you’re picturing this scene…
So to put your mind at ease and to get you back to this scene you call the call centre…
So let’s listen in to twodifferent responses
Response ONE
“It’s really difficult to tell what’s happening over the phone. You should just bring it into one of our certified repair shops to have it looked at.”
Response TWO
“I know that can be frustrating but let me first check to see if other customers have had the same problem.Okay, I’m not seeing many instances of customers having the same issue, so I’d recommend bringing it back to the shop so we can take a look at it, especially since it’s still under warranty.”
9
What’s the same in BOTH responses?
Response 1
They BOTH have the
same outcome…
Response 2
BOTH responses require you to bring in the bike!
But which response is better?
Response 1
Response 2 scored much better in overall quality of experience (67% higher)
Response 2
Response 2 also scored better in customer effort perception (77% lower effort)
Experience Engineering is…managing a conversation using carefully selected language to improve how the customer interprets what they’re being told.
Remember as a child when mom said
‘No!' what
did you do?
Did YOU…
a. Accept the ‘no’ and move on?
Highly Likely
c. Scream, cry, shout, throw yourself to the floor?
b. Ask Daddy to see if you would get a 'yes' from him?
Highly Unlikely
Quite Likely
Well when
customers
get a ‘no’
they do similar things…
Likelihood of Customers…a. Shouting, arguing, swearing, or generally getting emotional?
HIGH
c. Asking to speak to supervisor (a more sophisticated version of ‘ask daddy’!)
b. Hanging up and trying with another rep? (similar to ‘ask daddy’)
d. Threatening to cancel and tell everyone just how bad your company is?
LOW
The BIG idea is
this…
Just because there’s nothing you can do doesn’t mean there’s nothing you can do!
www.ContactCentreSmart.com 17
1. Identify the most frequently occurring negative scenarios
2. Come up with response substitution phrases— try saying this instead of saying that.
To do this…
Turn a Negative Into a Positive
We don’t have the item in stock We will have stock available on…
We can’t ship the order until… We can ship the order on…
You have to talk to sales for… Our sales team will help with…
We’ll need to order you… The best way to handle this is…
You didn’t get your order in time To allow delivery please submit…
We don’t sell to end users You can buy from…
www.ContactCentreSmart.com 20
Customer:
Can I have a Cokeplease?
Server:
I’m happy to get you a Pepsi, will that work for you?
www.ContactCentreSmart.com 21
“Don’t tell customers
what you can’t do.
Tell (and show) them
what you can do.”.
So, which skill matters MOST when dealing with IRATE Customers…?
a. Communicating clearly
b. Showing genuine concern
c. Finding good ways to deliver bad news
d. Being friendly and polite
Seriously Fun Quiz…
www.ContactCentreSmart.com 23
Hopefully we’ve created better…
Awareness
which will lead to better…
Choices
which will lead to better…
Results
ContactCentreSmart
ContactCentreSmartDismantling Frustration. Engineering Happiness
We help contact centres deliver
better customer service experiences
more cost-effectively.
For more information, please visit:
www.ContactCentreSmart.com
About the author...Hilario Fiandeiro
Hilario is the owner of ContactCentreSmart,
an independent consulting practice, specialising in
‘dismantling frustration and engineering
happiness™’ in customer-facing environments.
He has more than fifteen years experience, as an
operations manager, facilitator and management
consultant, across various industries, in the
customer experience and contact centre space.
As a certified consultant operating from
Johannesburg, South Africa, Hilario focuses
exclusively on helping contact centres deliver better
customer service experiences more cost-effectively.
Contact me on:
www.ContactCentreSmart.com
