RE/MAX 440
John F. O'Hara

John F. O'Hara
731 W Skippack Pike  Blue Bell  PA 19422
Phone:  610-277-4060
Office:  215-643-3200
Cell:  267-481-1786
Fax:  267-354-6973

My Blog

How-To Avoid Customer Service Frustration

December 12, 2017 1:51 am

Whether you need to return that new pair of shoes you bought online, or the product you ordered is weeks late, contacting customer service can elicit dread in even the calmest of individuals.

"Contacting your retailer is not something that people look forward to, but it doesn't have to be as frustratingly painful as it used to be. Today, there are more ways than ever for consumers to connect with companies and advancements in technology that help you get faster service," says Rachel Faulkner of Genesys, an expert in customer experience solutions.

Here are five easy tricks that will help you get better, faster customer service:

Send a message instead. Contacting customer service doesn't require sitting on hold for 10 minutes. Dialing into a contact center to speak with a live agent remains popular, but companies also staff communication channels such as text messaging and web chat. You still get the human touch to resolve issues – just without the wait time.

Social channels aren't just for bad reviews. While it can be therapeutic to vent via social media, it's also a great way to reach support centers. Social channels such as Twitter and Facebook may be staffed by senior agents who are empowered to take action immediately on your problem. Feel free to post your positive comments, too!

Don't fear the chatbots. Great strides have been made in artificial intelligence that help systems recognize and quickly address your concerns. Use these advances to your benefit by messaging a chatbot to resolve routine or simple requests for super-fast response time.

Please hold? You don't have to anymore. If given the option, ask for a return call instead of waiting on hold when trying to access customer service over the telephone. It's usually more convenient and will allow you to move on to other things so you're not stuck listening to bad hold music.

Be nice. Customer service agents deal with hundreds of anxious customers a day — and are often on the receiving end of their frustration. Engaging in "small talk" allows agents time to review your case history. If you can be patient for 30 seconds, it may help the call go more smoothly and get your issue resolved faster.

Pro tip: Most agents aren't empowered to fix everything. Some issues need advanced support and can't be resolved by the average support agent. However, you can search the Internet for executive support contact information or ask for customer retention when you dial the main service line, which usually leads to more qualified agents.

Source: Genesys

Published with permission from RISMedia.


How-To Survive Awkward Holiday Party Talk

December 12, 2017 1:51 am

Looking forward to that holiday party, but not having seven separate conversations about the weather? You're not alone. According to the experts at Toastmasters, "natural" conversations don't come naturally to many of us.

Below are a handful of Toastmasters tips for a more successful party experience.

Look for a friendly face. When arriving at the event or when you're feeling out of place, seek out the people you know and enjoy spending time with. Remember to navigate toward people who seem to be popular, because it's likely they're good communicators and will help you feel at ease.

Watch your body language. Be sure to face the individual who is speaking, make eye contact and nod to let them know you're paying attention, listening and understanding. Refrain from texting or repeatedly checking your phone, as this is disrespectful.

Share your stories. When the timing is appropriate, share your humorous and happy holiday memories. People like to share their own holiday experiences, so this conversation should go over quite well during this time of year.

Set your expectations. It's difficult to have in-depth conversations at holiday gatherings, so prepare for others to join in and even interrupt at times. Conversations will typically be brief so don't expect to resolve any pressing business or personal matters at the event.

Know when and how to exit. Before leaving the event, navigate your way around and try to say a brief hello to the people you haven't had the chance to converse with. Be sure to say thank you to the hosts of the party. They likely put in a great deal of effort in the hopes that you would enjoy yourself.


Published with permission from RISMedia.