35. When the Customer Has Been Buck Pass

When the Customer Has Been “Buck-Passed” : 

When the Customer Has Been “Buck-Passed” By VanSight

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The Situation : 

The Situation Customers who have talked to three or four people and have not had any success getting help get angry and frustrated, because they feel employees are passing the buck. Unfortunately, they may aim their aggression at you, even though you don’t have control over what other employees have done. What do you do? 3

Techniques Used : 

Techniques Used 4 Empathy Statements Finding Agreement Points Voice Tone—Emphatic Assurances of Effort

Dialogue : 

Dialogue 5 In this example, which could occur in person or on the phone, the customer is very upset because he has contacted or visited four government employees in three departments, only to find that none of them was the right person. What’s worse is that each employee has referred him to the wrong person.

Dialogue : 

Dialogue 6 Customer: Someone in the Waterworks department sent me here and told me you could help me get my water reconnected and my account fixed, and I’m telling you, this better be the last stop I have to make, because I've been sent pillar to post and [starts going on and on]. Employee: I agree that this should never happen. You Shouldn’t have to be spending all this time finding the right person to talk to and I can understand how frustrated you must be.

Dialogue : 

Dialogue 7 Customer: Yeah, well, so can you help me? Employee: Yes, I can. Here’s what I can do for you. I’m not sure I can do everything you need, but what I can do is contact anyone else who needs to be involved and get things moving before you leave this office. That’s what I’m going to do my best to accomplish. I will help you get this done.

Explanations : 

Explanations 8 The employee responses can be used in situations where the employee knows that he or she can actually solve the customer’s problem. They can also be used if the employee feels that he or she cannot solve the entire problem. What’s key here is that the employee is making a commitment to the customer to get things moving now. Notice the employee’s use of empathy up front and the strong agreement sentence in . Also pay attention to the use of an emphatic tone of voice . Saying, “Yes, I can help you” in a strong voice that promises commitment is going to be much more effective than a flat or indifferent tone of voice.

How to Diffuse the Situation : 

How to Diffuse the Situation 9 Never make commitments that you may not be able to keep. In a buck-passing situation where you aren’t the right person to help the customer, make the effort to find out Who the customer needs to see. A lot of times buck-passing occurs because employees simply don’t want to take the time to get an answer for the customer.

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