Have you ever lost your cool with a customer? What did you do afterwards? What would you suggest doing?
I have internally, but never outwardly. I have been on calls where the customer (either intentionally or unintentionally) was being outwardly hostile and trying "to pick a fight". The most memorable was a self-proclaimed "usability expert" who called in and proceeded (over the course of a half hour) tell me all of the "stupid" and "asinine" parts of our product.As a side note, if they were a real usability expert, they wouldn't have just called things stupid; they'd have had constructive comments.That was a really hard phone call. I did a lot of deep breathing and repeating of things like "thanks for your input on that". I wrote notes too -- pretty much everything they had mentioned were either known issues, or things we intentionally weren't doing.
What are good examples of good customer service ?
helping the customer right away, giving your customer all of your attention, answering all of their questions, and also be respectful even if they're not respectful to you.
Have there any good method to get back my customers?
Effective communication is one of them and I found this on internet while searching for the same citeria do check this out will help. for sure !!!!!6 Quick Tips for Better Communication | Trending Us
Customer Experience: What company has forever lost your business? Why?
Citibank. The cruelty of their staff is APPALLING! In the late 1980's I took a small personal loan. My husband had lost his job not long after the birth of our first child so we were late on some payments. These "people" phoned me EVERY evening at around 7pm as I was trying to get the baby to sleep, until I finally asked them if they wanted me to sell my baby on the black market to get them to stop harassing me!Skip forward 2 years.They had returned one of my checks to me with a letter telling me that the account was paid in full, which sadly was on the counter when the coffee pot broke and was destroyed, because not long after that, I began getting calls from them again only now they would ONLY speak to my husband. At this point I was 8 months pregnant with our second child and I informed them of this, and that I had been told the account had been paid, but no longer had the letter as proof. The jerk on the phone actually told me that this was none of my business and that maybe my husband had taken the loan without my knowledge! It seems that after a certain time the system drops all but the first name on the loan!And at about the same time my mothers boss had called them wanting to pay off her daughters loan, and had been reduced to tears by whatever feral animal answered her call! They refused to let her pay off the loan even though they were hounding the daughter, who was ill, in much the same way that they did me!My older daughter was found playing with an old phone one day repeatedly picking it up, saying "Citibank dirty bastards", and then slamming down the receiver!
Have you ever lost a best friend because you are gay?
My best friend of 17 years and I had a one-night fling a long time ago as young teens. She felt like a terrible sinner ( from her religous background) but eventually we both got over that ngiht. Many years later she completely submersed herself in the church, and was shocked when I came out to her a few years later. ( why she would be shocked, I dont know as i already said, we had that, "fling"...) She found that she could no longer be my friend because she couldnt handle the idea that I wouldnt be there on the day of rapture with her in Heaven.( i dont personally beleive in rapture) I cant beleive that she would throw away two decades of friendship!
As a customer service employee, have you ever rightfully lost it on a customer and gotten away with it?
Not… exactly. At Geek Squad it’s policy that every day the tech who is working on a computer to contact the client and give them an update when the computer is ready for pick up or if they need information for something. Well I had a tech, named Omar, in my precinct. He was of middle eastern heritage and English was not his first language. He could still speak it but it was a broken sort of English.I was working on something when he went to call the client of the computer he had just finished on so I could hear the call. So he called and said “Good day ma’am, this is Agent Omar of Geek Squa…”The client immediately cuts him off in mid-sentence and proceeds to launch into a tirade about how it was horrible that Geek Squad was out sourcing to the middle east, and how the people in the store should be calling and not relying on call centers and just on and on for a good 4 or 5 minutes solid. Finally she said she was going to just come in and pick up the computer before hanging up. Omar never even said anything else beyond his interrupted introduction.He and I just kind of stood there and looked at one another in dumb struck silence. I did the manager thing and told him he did his job and I know he does it well so don’t worry about it.Fast forward to about two hours later. She comes in to pick up her computer and I happen to covering the counter. She starts to give me the next chapter of her tirade about how she dropped the computer off her so the people here in the store should be calling her not someone on the other side of the world.I stopped her in mid-tirade and asked if she got called about two hours ago and was it Agent Omar who called her.“Yeah, it was a jerk in Istanbul or something. He said he was here in the store but I know they’re all lying bastards in that country.” was her response. It’s really kind of hard to forget that line.Well I turned around, and asked Omar to come up so he could could go over the service report on her computer with me.As he stepped out I said “This is Agent Omar ma’am. He was the technician who was working on your computer and called you to inform you that the work was done on it.”
How do I increase the price of services to older customers without losing them?
You shouldn’t be afraid to do some price hikes for older accounts. It happens all the time. If they were interested in leaving just for price, they would have moved on to someone else before now. Someone is doing what you do a littler cheaper.Also, you should consider the transfer cost from the customer’s perspective. Often, moving from product A to product B involves some initial costs or fees, and usually has some internal friction costs as well. If they have been with you for a while, they will likely stay.Here are some thoughts to help bring the old customers along the pricing curve:Add new features to the base product, which can justify some price increase. You can say to existing accounts that they get these new features for free, for 90 days perhaps, then the price will go up. Once 90 days have gone by, they will have forgotten about the price increase.Just announce that you are taking a 2% price increase, that will automatically kick-in in 30–60 days. Because it isn’t happening “now”, many will just forget about it. You can do this every year.You can change your support routines. Old customers can opt for very limited support, or for enhanced support for additional money. Again, if you grandfather them in to a short period, they get to like the new benefits, and forget about the upcoming price hike.Finally, you can decide that the old price point just isn’t profitable, and be willing to let go the clients that won’t agree to a higher price.