BAD Customer Service: It happens so fast!

I’m fairly confident we’ve all been through a customer service call that left us not knowing what exactly the agent on the other end of the line said because the agent spoke so fast.

Real World Story:

You have a question about a product or service, and you can’t find the answer online or on the company website. So, you have to pick up the phone and make the call.

After you navigate through the frustrating phone tree, have yelled “customer Service” 15 times trying to get an agent, a human finally answers. However, the agent speaks so fast you doubt if you even called the right company.An obviously bored customer support girl waiting for the clock t

This happened to a client of mine. However, after he asked, “What did you say?,” the agent replied, “What did I say?” Confused, my client muttered, “What?” The agent then also replied, “What?” It was ridiculous. No matter how many times my client asked the agent to SLOW DOWN, the agent would not do so, and the conversation went absolutely nowhere. Eventually, my client asked to speak to someone else. And guess what? The agent was MORE than happy to oblige. Hmmmmm, was the agent mimicking my client on purpose just to get rid of the call? Interesting…in a very BAD way that is.

Strategies that Turn it Around: Customer service agents who answer the phone should consider the following:

  1. Before you answer a phone call, make sure to have finished any previous work so you can BE PRESENT with the new caller.
  2. Before you answer a phone call, slap a big smile on your face, even if you have to fake it.
  3. Before you answer a phone call, take two deep breaths and clear your mind.
  4. Answer the phone after two rings and in a calm, slow manner: state the name of your company, your name, and say, “How may I help you?”
  5. Adjust your pace to that of the customer. This form or mimicry is called mirroring. If your customer is a fast talker, then you pick up the pace. If your caller is a slow talker, then you slow down your pace. Mirroring teaches us that people like people who are similar to them.

Remember: Customer service phone etiquette is important to making a great first impression. And while mimicking what a customer says to you is down right rude and obnoxious, mirroring the pace of your customers’ speech is a great way to make them feel right at home. And that has a nice ring to it, don’t you think?

What do YOU do to deliver exceptional customer service on the phone? I’d love to read your comments below.

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  292. Apple now has Rhapsody as an app, which is a great start, but it is currently hampered by the inability to store locally on your iPod, and has a dismal 64kbps bit rate. If this changes, then it will somewhat negate this advantage for the Zune, but the 10 songs per month will still be a big plus in Zune Pass’ favor.

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  300. Apple now has Rhapsody as an app, which is a great start, but it is currently hampered by the inability to store locally on your iPod, and has a dismal 64kbps bit rate. If this changes, then it will somewhat negate this advantage for the Zune, but the 10 songs per month will still be a big plus in Zune Pass’ favor.

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  304. This is getting a bit more subjective, but I much prefer the Zune Marketplace. The interface is colorful, has more flair, and some cool features like ‘Mixview’ that let you quickly see related albums, songs, or other users related to what you’re listening to. Clicking on one of those will center on that item, and another set of “neighbors” will come into view, allowing you to navigate around exploring by similar artists, songs, or users. Speaking of users, the Zune “Social” is also great fun, letting you find others with shared tastes and becoming friends with them. You then can listen to a playlist created based on an amalgamation of what all your friends are listening to, which is also enjoyable. Those concerned with privacy will be relieved to know you can prevent the public from seeing your personal listening habits if you so choose.

  305. I’ll gear this review to 2 types of people: current Zune owners who are considering an upgrade, and people trying to decide between a Zune and an iPod. (There are other players worth considering out there, like the Sony Walkman X, but I hope this gives you enough info to make an informed decision of the Zune vs players other than the iPod line as well.)

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  313. Zune and iPod: Most people compare the Zune to the Touch, but after seeing how slim and surprisingly small and light it is, I consider it to be a rather unique hybrid that combines qualities of both the Touch and the Nano. It’s very colorful and lovely OLED screen is slightly smaller than the touch screen, but the player itself feels quite a bit smaller and lighter. It weighs about 2/3 as much, and is noticeably smaller in width and height, while being just a hair thicker.

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  320. Hands down, Apple’s app store wins by a mile. It’s a huge selection of all sorts of apps vs a rather sad selection of a handful for Zune. Microsoft has plans, especially in the realm of games, but I’m not sure I’d want to bet on the future if this aspect is important to you. The iPod is a much better choice in that case.

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