• S1E8 - AOCS - Satisfying customers even when you can't help

  • Oct 12 2022
  • Length: 20 mins
  • Podcast

S1E8 - AOCS - Satisfying customers even when you can't help

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  • Summary

  • ACTS of Customer Service S1E8 - Satisfying customers even when you can’t help

    What is it about? Why is it important

    • Representative
    • Customer

    Story - Mac that was referred to me and lost a lot of documents.  Could not recover them.

    • Contacted me but would not say what they needed help with
    • Referred by someone else
    • Mac - not a Mac guy - Typically work on Windows
    • Deleted files could not recover
    • Had someone offer to help then felt abandoned
    • Spent money on software and did not see it working
    • Finished by offering
    • Next Steps
    • Possible places to call that might be able to help

    Story - Calls about things that we cannot answer

    • Identify issue
    • See why called this number
    • Try to transfer to person who can help rather than call center
    • Apologize for having to transfer
    • Emphasize regarding run-around

    Find out more at http://actsofcustomerservice.com
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