We Scots like to be prepared: for four seasons in one day, sporting defeat, or defending our right to have three types of carbs on the same plate.
This is because we know it’s best to have all eventualities covered.
It’s also why we have fire drills, emergency exits, air safety demos, and first aiders in the office – so we know what to do when faced with unexpected situations.
Similarly, a confident, capable customer service team that can keep calm and carry on in the face of unpredictability is worth its weight in gold.
So, if you’re hoping to land a new role in a call or contact centre, you must be prepared to be only one customer away from a difficult situation – the Mr or Mrs Angry, a faulty product, sky-high bill, missing order or computer server glitch.
And that’s why you need an emergency customer service drill to get you out of a tricky situation.
Have a ready answer
Even if you’re still unsure of the situation yourself, the worst thing you can say is “I don’t know’’, as it hardly inspires confidence. Reply instead with “Let me check this” or “Let me find this out for you’’. This tells the customer you’re doing your best to give them an answer.
Don’t panic!
There may have been a massive technology breakdown but there’s no reason to have one yourself. Listen, apologise and calmly explain the situation and, of course, what’s being done to find a solution. Remember calmness is contagious and, if you’re unruffled, this can rub off on the customer.
Face the situation
If the company has screwed up, hold your hands up and be honest. This is no time to cover up or shift the blame. Apologise then attempt to sort out the problem. It’s always worth following up by way of another call or email to ensure your customer is satisfied with whatever actions have been taken.
Stay on-message
Don’t go freestyling off-piste when it comes to sorting out problems, as it’s important to stick to established protocol. You might find yourself inadvertently promising something you’ve no chance of achieving.
A freebie works wonders
When all else fails, a free item, refund or voucher can bring back normality and niceness to the world.
Get your emergency career plan in place with the latest Call and Contact Centre vacancies from s1jobs.