"Problem no dey finish" (Problem doesn't end) is a popular slang and as a customer success professional it is my daily prayer that I have an easygoing day, but we all know that is not always the case. All could be well one minute, and the next minute have you putting on your fire fighting gear to put out an inferno.
While there are good, calm, wonderful days, the switch from zero to a hundred is much faster and inevitable. How then do we cope in the times when the switch is flipped?
First and foremost, calm down! You've got this. I know it might feel like "London Bridge is falling down" but don't worry. It’s just a nursery rhyme.
Your first responsibility is to take ownership of the challenge(s) your customer is experiencing and to ensure that they have the best customer experience notwithstanding the chaos while you work closely with all parties to resolve the issue. Again, it’s the primary responsibility of a customer success representative to address customers’ complaints and to provide timely and efficient resolution.
What to do in chaos?
It is time to put on your " big boy pants" as we tough out the chaos and consistently "maintain beauty" every step of the way.
Product Knowledge: Personally, I consider this the singular most important skill set a customer success representative should have. Sound knowledge of products and services will avail you with in-depth knowledge of what the customer needs. It’s almost like you're psychic!
This provides context to the challenge(s) the customer encountered and enables you to suggest possible solutions immediately. If the complaint is beyond your scope, do well to escalate to the appropriate team. Remember, every superhero needs a sidekick😉.
Empathize with your customers: This shows your customers that you value them enough and can relate to their experience. They need to know that you understand and can feel their pain point, and this reflects in your responses.
This way, you put yourself in the customer's position and are able to resolve their concerns appropriately.
Feedback: This is an equally important step to take. It is simply communicating with your customers at every step of the way. Assuring and reassuring them that their complaint will be resolved. You do not want your customers in doubt of your products and services.
Follow-up is just as important as first contact. Follow up with updates during complaint resolution and even after the complaints have been resolved to ensure that the solution provided is working effectively. This gives insight on how best to improve the customer's experience with your brand.
Complaint to Resolution: The job isn't over till the customer's complaint is resolved. It gives me so much joy to contact a customer and say;
"Hi John,
Thanks for your patience thus far.
This is to inform you that your complaint has been resolved"
This message right here is a personal fav. I just love being the bearer of good news. You can call me a "good news junkie" My other fav is receiving a satisfying response from the customer confirming resolution and being appreciative. Ain't no good news like a satisfied customer!
Pen It Down: Although we pray that afflictions shall not rise again, in this line of work, it most likely would rise even a fourth and fifth time. This is why it is necessary to document everything. Pen down knowledge from previous issues and how they were resolved, as this would serve as a guideline and a stepping stone to effectively resolving customers’ complaints.
After you must have compiled this, feel free to name it "Surviving Chaos 101"
Till next time on CXperts
Cheers,
Kiki
My favourite line is "Surviving Chaos 101"!!!