Pt. 5 - Dealing with Customer Issues
Best Practices for Managing Unacceptable Language from a Customer
Give a polite warning, then tell them you will need to hang up if they continue.
- “Sir/M’am I will need to disconnect the call if you continue to swear at me. I honestly want to help, but I need us to be able to talk calmly about what is going on”.
If they continue, you can say:
- “I warned you about the language. I will need to disconnect the line if it continues and then you will need to call back and connect with another Expert.”
If they don’t stop, feel free to follow through on your word.
If you can withstand it, listen and let them rant, then when they are done say something similar to:
- “So, let’s solve this issue together. I think ______ is the core of the issue. Let’s find a resolution”.
Common Caller Issues (Updated September 2020)
How to deal with confused 6ya callers!
Goals: Use empathy, validate feelings, and redirect/relieve the anger and frustration
Sometimes we get calls from users thinking we are another company.
This can happen for a number of reasons. Sometimes this is due to our marketing that states we have Google, Uber, or etc. experts available to help. Other times, employees at companies that lack proper resources will route their customers to us. We don’t want to deceive our customers about who we are or what we are offering. So, If a customer connects with us and is confused about what company we are, the best approach is honesty!
- I cannot stress this enough: TONE is EVERYTHING. You can’t just say you want to help, you need to sound like you really mean it.
Here is how I handle this situation: (these phrases can be switched around depending on how the customer is responding to you)
(First: if a customer calls thinking we are another company, take that as an opportunity to share the value of what we offer at 6ya: tech support anytime - can call with multiple issues and get follow ups)
Here are some examples of useful things to say: (using a caller for google as an example)
- "There must have been some confusion when you were routed to us - I do not work at google, but I am an Expert that helps people with their google products everyday! Google does not offer live support, that’s why I am here to help! Let’s figure this out together. "
- "I can help you figure out a solution or direct you to where you need to go next to solve your problem. You are not alone in this.... Can you tell me about what is going on?"
- ?I can tell you are really frustrated and rightfully so, I have been in your shoes before and your situation is not just. Unfortunately, google has no support line for Gmail. It’s incredibly frustrating and honestly not fair to their users, but that’s why 6ya is here, so we can fill in the gap. Some companies' support reps have actually started sending our number to their clients, because they know they can’t help their own customers or users due to lack of resources. We won’t do that. We are going to be honest about what can and cannot be done. For example, if you are locked out of an email and there is truly no way you can get back into it, I will tell you. But, I will also help you explore any creative routes to getting into it or help you set up a new email if need me to. And, if I can’t help, I can get you to another Expert who can… So, tell me a few more details of what is going on…"
How to Handle Requests for Refunds
Goals: Use empathy, validate feelings, give them actionable next steps!
A great reply sounds like:
- “I am so sorry you are going through this; your situation sounds really frustrating. Let’s see if I can help you find a clear path to getting your refund. Even though I don’t have the power to refund you myself, I will direct you on steps you can take to get a hold of the company and get your refund...if it comes to the point you have reached out to the company several times with no reply, then you can open up a dispute with your bank or credit card company in order for them to fight it for you.”
Our goal is to help resolve the issue.
We should not just pass this customer back to the company they can’t get a hold of... If the customer calls us asking for a refund and an Expert just gives them a company’s customer service number, that doesn’t do them much good. Give them several steps to take so they can get what they need. For example, you can suggest creative things like:
- “if calling the company has not or doesn’t work... message/call out the company on twitter, message them on instagram, leave a comment on Facebook about the issue - see if the company replies and resolves it there”.
...And always tell the customer to call us back if they are still having issues… because we will do all we can to creatively find them the help they need.
For Canceling a Membership with 6YA
I would start by saying,
- “I would be happy to guide you in how to process that request. I also wanted to make sure you got the help you need. If someone else was not able to resolve your tech issue… I would like to help. What is great about 6ya is that we are always here to provide immediate help when you encounter any issue. You don’t have to face things alone and I am very sorry if you previously had a poor experience for any reason.”
If they still want to process a refund or cancel their membership, you can see how to guide them in our FAQ.
Make sure you walk a customer through how to cancel the membership on our site, or simply direct them to email us with their request at firstname.lastname@example.org
CONGRATS! You made it to the end!