36. When the Customer has been through V

When the Customer has been through Voicemail Hell : 

When the Customer has been through Voicemail Hell By VanSight

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The situation : 

The situation These days most companies use some form of voicemail or automated phone system. Unfortunately, these systems are not always well thought out, resulting in situations where a customer can be routed around and around without having his or her needs met in a timely and simple manner. How can you deal with an irate customer who has had the misfortune of spending frustrating time navigating a voicemail or automated system and has now connected with you?

Techniques used : 

Techniques used Assurances of Effort Apologize You’re Right! Offering Choices Empowering Broken Record Refocus

Dialogue : 

Dialogue In this situation the customer is trying to get help with the problem he’s experiencing. He’s been through a number of “phone menus” and has been unable to reach a human or voicemail. He finally figures out how to speak to a live human being and he’s exceedingly annoyed.

Dialogue : 

Dialogue Customer: What the heck is wrong with you people? I’ve been going around and around in your voicemail system and I haven’t been able to even leave a voicemail so I can get some help. I should be able to contact you without having to spend all my money on long-distance charges. Employee: I am going to help you and I apologize if you’ve been having problems with our phone system. You’re right that this shouldn’t happen. Since you’ve already spent so much time on the phone, can I ask you a few questions so I can help?

Dialogue : 

Dialogue Customer: Damn right this shouldn’t happen! I need help and I need it right away, and I don’t deserve to be going around in circles. Employee: You’re right. I’m sure you want that help now, so let me ask you some questions. Are you calling about a technical problem with a computer? Customer: Yes. Employee: OK. If you give me the make and model number and the nature of the problem, I can transfer you directly to a live person who can help.

Explanations : 

Explanations This interaction follows a tried-and-true pattern for dealing with irate customers. The first goal is to defuse the customer’s anger. Once the customer has calmed down a little bit, the employee moves the customer away from the secondary issue (frustration with the phone system) and back to the reason the customer called (technical problem). The defusing process uses a succession of techniques, including assurances the employee will help , an apology , and the “you’re right” technique. As is often the case, the customer doesn’t respond immediately and constructively, so the employee uses the broken record technique several times

Explanations : 

Explanations Pay special attention to the use of refocus techniques. The refocus is used to focus the customer away from his anger and back to the reason why he called. In this case, the employee uses questions for this purpose and asks for permission to help the customer offering choices.

How to Diffuse the situation : 

How to Diffuse the situation When interacting with an angry customer, you will almost always have to defuse (deal with the anger) before you can move on to why the person is calling (the initial issue). That’s because angry people are not ready to problem- solve. So, the first step is to use defusing techniques. The refocus technique is a key element for making the transition from focusing on anger to focusing on the needs of the customer.

Hints : 

Hints If a refocus statement or question does not work initially, it can be repeated (broken record), using different words. Needless to say, it’s absolutely critical that the customer not be returned to the “voicemail from hell” system, only to repeat the frustrating experience. When rescuing someone from the voicemail nightmare, find a way to avoid sending the person back to the voicemail (e.g., take a paper message, arrange a follow-up callback manually).

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