10 Things Customer Service Reps (CSRs) Wish Customers Would Understand
Surviving the Jungle, Farm, and Zoo of Customer Service
People say that “customer service ‘ain’t ‘ what it use to be”. I would like to state that customers ‘ain’t’ who they use to be either.
In a world of “how many ways can we separate you from your cash”, mixed messages, lost communication, bait and switch, outright deception, unresponsiveness, ill-advisement, frustration, and ignorance, it is no wonder we all feel like we are either in a jungle, on the farm or at the zoo when it comes to consumer contact.
As Customer Service Representatives (CSRs ), we have to figure out how to have exceptional interactions, while maintaining quality, give service with a smile, provide the one and done, exceed customer expectations, maintain best practices for the business, acknowledge the customer is always right, and maintain our metrics as well as our Calls Per Hour (CPH). As CSRs, it often becomes an exercise in how to maintain sanity from day-to-day.
There are some things that CSRs would love to say to customers so that each interaction can not only be more productive but also an experience that does not leave all parties involved feeling under-appreciated and ill-advised.
- This is NOT our business
