7 Hacks For Getting Great Customer Service - Talkdesk - ContactCenterWorld.com Blog
Our latest infographic, “7 Tips to Getting Better Customer Service,” went up today. It’s full of valuable information on when and how to contact phone support to increase the odds that your call is quick, efficient and effective.
In honor of the worthwhile data contained in that infographic, we thought we’d review some of the most bogus “hacks” we’ve heard from our friends and family for receiving great customer support. There’s a chance that these work… But we’d recommend sticking to the advice in the infographic.
1. Curse into the IVR
This is our personal favorite. Once upon a time, someone said that if you started swearing into the interactive voice response system, it would immediately connect you with an agent. This prompted a whole lot of people to start screaming obscenities into the receiver.
Verdict: Never worked for us, we’d be lying if we didn’t admit that it was a little fun.
2. Press the IVR prompt for “Sales”
Customer service call queues can be long. Who’s got that kind of time? Salespeople answer quickly; they’re looking to make a deal! Reach out to sales and they’ll transfer you to customer service in no time.
Verdict: This one can actually work, but it won’t win you any friends in the Sales and Customer Service departments.
3. Use the customer service representative’s name repeatedly
The idea here is to endear the agent to you and therefore get better service. Acknowledge that they are, in fact, a real human being with real feelings.
Verdict: This is a wonderful idea! But don’t go overboard. The more times you say the customer service representative’s name the closer you get to patronizing.
4. When in doubt, hang up and call back in
Getting frustrated with an agent? No problem. Just disconnect and hope you’re connected with someone new. Sure, you’ll have to re-enter the IVR and the call queue, but at least you’ll have a chance of speaking to someone more sympathetic to your cause.
Verdict: Know the size of the company’s customer service department before doing this. The last thing you want is to find yourself on the line with the same person. You should also avoid advanced call centers; they have comprehensive caller histories and features like Intelligent Reconnect.
5. Ask for a manager the moment your call connects
You want answers and you want them now. Why should you have to speak to a call center agent? Go straight to the top by demanding to speak with a manager the moment someone answers the phone.
Verdict: The agent’s job is to AVOID escalating you to management. If this trick is going to work, you’ll need to provide a very solid reason for the request.
6. Start yelling
Make your voice heard by upping the decibels. This one is particularly satisfying if you really are irate with the company. Shout your request to the world and see what comes back.
Verdict: Not very nice… Also not very effective. Who wants to help someone who’s yelling at them?
7. Prepare a speech
Create a script and read it word-for-word. That way, you’ll know that the call center agent is hearing exactly what you’re trying to say.
Verdict: Being prepared is never a bad thing, but the more you read from your script, the less likely the agent is to pay attention. Customer service is a conversation, not a soliloquy.
Sadly, none of these customer service “hacks” will get you the service that you want. Happily, we’ve created an infographic that will!
Check out “7 Tips to Getting Better Customer Service.”
Publish Date: August 2, 2016 5:00 AM
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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