Sarah's customer service tip of the day - GoFuckYourself.com

Sarah_Jayne · 04-13-2005, 06:20 AM

I think I give fairly decent customer service so when I have to go deal with a company for my own personal stuff and they give me crappy customer service is annoys me.

I am currently sitting here on a 'live' support system with one of my hosts and notincing how little things are starting to wind me up and realising how important it is to communicate with the person you are trying to help. A lot of us that do customer service in this industry do so through icq or other text based methods.

For me, the number one thing when I am dealing with someone over icq or another text method is to keep them informed of what I am doing. Right now I have been waiting 12 minutes for the person I am typing to at my hosting company to even acknowledge the last thing I said to them. Now, I am sure he is off trying to fix the problem but because he didn't take two seconds to type something like 'I am just going to go check into this' I am sitting here wondering if he is even still connected. The same principle applies to telephone support but atleast there you can usually hear the person breathing.

It is another possibility that I am not the only support issue he is dealing with at the moment. That is fine, I understand that I am not there only customer and other people need help too. There are often times when I will be talking to a client and I will suddenly get two or three other people wanting to talk to me too. Usually I can carry on multiple support conversations at the same time. However, you need to know your limits. If you get to a place where you aren't being able to fully remember what each personl last said or you are being overly slow responding to someone then you need to come clean and say that you are dealing with a few issues at once and appolagize for being slow. Heck, there have been a few times when I have had to essentially put people on hold on icq. I thought of getting a script that typed 'your icq is very important to us, an opperator will be with you as soon as possible. You are number ___ in the que' but thought better of it ;)

Anyway, I am still sitting here waiting for a response and getting more and more frustrated that my time is being wasted and I am not being acknowledged that I thought I would share this tip to all of us that have to do customer service in this industry - keep your clients informed, it will keep them a lot happier.

04-13-2005, 06:20 AM	#1
Sarah_Jayne Now with more Jayne Industry Role: Join Date: Dec 2002 Location: Los Angeles Posts: 40,077	Sarah's customer service tip of the day I think I give fairly decent customer service so when I have to go deal with a company for my own personal stuff and they give me crappy customer service is annoys me. I am currently sitting here on a 'live' support system with one of my hosts and notincing how little things are starting to wind me up and realising how important it is to communicate with the person you are trying to help. A lot of us that do customer service in this industry do so through icq or other text based methods. For me, the number one thing when I am dealing with someone over icq or another text method is to keep them informed of what I am doing. Right now I have been waiting 12 minutes for the person I am typing to at my hosting company to even acknowledge the last thing I said to them. Now, I am sure he is off trying to fix the problem but because he didn't take two seconds to type something like 'I am just going to go check into this' I am sitting here wondering if he is even still connected. The same principle applies to telephone support but atleast there you can usually hear the person breathing. It is another possibility that I am not the only support issue he is dealing with at the moment. That is fine, I understand that I am not there only customer and other people need help too. There are often times when I will be talking to a client and I will suddenly get two or three other people wanting to talk to me too. Usually I can carry on multiple support conversations at the same time. However, you need to know your limits. If you get to a place where you aren't being able to fully remember what each personl last said or you are being overly slow responding to someone then you need to come clean and say that you are dealing with a few issues at once and appolagize for being slow. Heck, there have been a few times when I have had to essentially put people on hold on icq. I thought of getting a script that typed 'your icq is very important to us, an opperator will be with you as soon as possible. You are number ___ in the que' but thought better of it ;) Anyway, I am still sitting here waiting for a response and getting more and more frustrated that my time is being wasted and I am not being acknowledged that I thought I would share this tip to all of us that have to do customer service in this industry - keep your clients informed, it will keep them a lot happier.