What were you expecting?
As a customer service professional I have taken my fair share of escalated calls. Today, the light went on and I can now definitively tell you the single reason those calls make it to me. Customers get frustrated, angry and possibly more when their expectations are not met. Period. End of story. Let me give you a few examples:
A customer calls sales and signs up. Sales says they will pay $50 per month and they are excited until their first bill arrives for $80. This actually happened to me with an unnamed telephone company. Of course I was mad. My expectations were not met.
A customer signs up with an internet service provider who raves about their reliability only to find that they are down consistently 2-3 hours per month. Again, unmet expectations.
I have one more that hits really close to home for anyone in a call center. A customer calls in and hears on the phone queue that they are next in line only to wait 30 minutes. Not only are those expectations unmet but that customer is no longer your customer.
In the book “7 Habits of Highly Effective People,” Steven Covey says:
“When expectations are not clear and shared, people begin to become emotionally involved and simple misunderstandings become compounded, turning into personality clashes and communication breakdowns.”
Going back to the escalated phone calls, every call I take is about expectations. In most cases it is a prompt to clearly Communicate expectations Better to the customer to make sure everyone’s expectations are the same.
We have talked a lot about feedback in the past. These are golden opportunities to listen, learn, improve training, improve websites and processes. When I approach these encounters defensively, the customer usually cancels (to the entertainment of those hearing me on the phone) or complains to our CEO. When I treat these as opportunities to listen, understand and clearly communicate, it builds trust and sometimes they turn into life long customers. With this valuable feedback, we can train our organizations to communicate clear expectations every step of the way so customer expectations are consistently met. If you’re like me, you’re trying to figure out the best place to begin.