Anyone else in customer service?
I work at Wayfair doing customer service. Been here for just a little bit. Somedays I have tough customers like if someone can't figure out how to do a return or they didn't receive a refund or worse their package is lost and they call us. It's my job to make their experience a good one. So far no one has yelled at me and I am hoping to keep it this way. Any tips on how to be a good CS rep?? I really want to be great at this job.
Keep doing a great job and you will advance. Just be pleasant and breathe should you get a problem customer. It sounds like you know what to do!
I would often turn it around and say “I cannot do (blank) but how could I make this have an outcome you’re satisfied with?” 8 times in 10 they come up with something that is less than you would think and able to do. People seem to be happier when they have a hand in the outcome.
There are going to be customers that you just can't please. You just have to be kind and helpful to the best of your ability. Never apologize for the job that another employee did, but apologize for their unsatisfaction and try to offer a solution. If there's nothing you can do, apologize, again, and ask if there is anything else you can do for him or her. If they say no, then thank them for calling. If they want to escalate the matter, transfer them to a supervisor
Have you tried calling and talking to HR manager or one of the other people who interviewed you before that would be my first step.If still no reply go there if you really need and want this job that is what I would do.
Do you work at home? Are they still hiring I would love to have a job at home, I'm a caretaker for my grandmother so I'm looking for more work at home to make ends meet.
I feel that with dealing with a customer or any one, you should assess the situation and their needs by being empathetic and figure out the best way to resolve a situation. You learn a lot working in restaurants and in retail. Working three black Fridays will do that to you
Sometimes it is hard to remain positive and polite but try to remember you only have to handle this person for 10 minutes or so they have to be around themselves forever. Kinda makes a few minutes not such a big deal.
I had a training course when I first started at Kaiser Permanente called don’t get hooked. Basically you let them rant, but always stay calm and never take it personally. Nicely agree and sympathize and let them know that you will do your best to bring about a solution. What I tell people is treat that person as a vip client as if it were your own of your own business
Your times coming you can't please everyone my advice is to always remain professional, speak soft and low it works and refer them to leadership if things spiral out of control. There's folks in higher pay grade to handle irate customers don't stress yourself
Always greet your customers with a great personality./ Enthusiasm. And always make sure you're listening to what he or she has to say. Stay apologizeing to anything that went wrong and try to reassure them that you can fix whatever went wrong. And at the end of every conversation you always want to bless them with a kind word or saying!.