Job Aid: Responding to Customer Cues PDF

   **Job Aid: Examples of Responding to Customer Cues** Recognizing best practices as well as failures in responding to customer cues is beneficial to reinforcing these practices in your own service interactions. **Example of a poor...

   **Job Aid: Examples of Responding to Customer Cues** Recognizing best practices as well as failures in responding to customer cues is beneficial to reinforcing these practices in your own service interactions. **Example of a poor job of responding to customer cues** First, consider this example of a poor job of responding to cues in a service call. **CUSTOMER**: Hello! I've got a billing problem, I think. I've called you guys a few times, but you haven't fixed it yet. I thought I'd try again. **AGENT**: Apologies, sir. Would you mind giving me your name and account number first? **CUSTOMER**: I already entered that when I dialed in but, yeah, here you go. *(Customer gives information.)* It's rainy here today. What's it like where you are? Hey, where are you, anyway? **AGENT**: *(Ignores questions.)* Thank you, Mr. Morales, I have your account opened now. How can I help you? **CUSTOMER**: I'm in Seattle. It's always rainy here. No big news flash. OK. So, I joined a free trial for a streaming service then decided I didn't want it. But I entered the code FREE30 and now I'm getting charged for a membership. I called you guys to cancel a couple of months ago, but that billing code keeps popping up. Can you just remove the billing code so I can get this charge off my account? **AGENT**: You have a couple of charges for the streaming service. Which one are you disputing? **CUSTOMER**: All of them. See, I didn't want the service, so I cancelled before the deadline but for some reason you keep charging me. My gas company did the same thing last year -- they billed me twice for every month after July. Getting rid of those charges was a nightmare, believe me. I hope you'll be easier on me! **AGENT**: So, you want the charges removed? Did you cancel with us? **CUSTOMER**: Yes, like I just said, I signed up for the service, entered a code and got the TV channels. Then I decided I didn't want it, so I cancelled. It was before the deadline, but you keep charging me. Just like the gas company did. **AGENT**: Let me check something, Mr. Morales. I'll be right back. *(Pause while agent reviews account.)* **CUSTOMER**: Still raining here. Where did you say you are? Wherever it is, I hope you're having better weather than we are. **AGENT**: I'll just be another moment, Mr. Morales. **CUSTOMER**: I'm gonna text my neighbor while you check that out. His credit card company may be able to tell you how they removed the charges for him, then you can probably do the same thing. *(Pause.)* **AGENT**: Mr. Morales? I found your cancellation note and cleared out the charges. You're good to go now. **CUSTOMER**: So fast? I haven't even heard back from my neighbor. **AGENT**: That's OK, it doesn't matter. I fixed it so you're zeroed out. **CUSTOMER**: That was faster than I expected. You sure you got the coupon code fixed? **AGENT**: There's no problem anymore, sir. If that's all you need, I'll let you go. And you have a good day! In this case, the agent - Didn't note the customer's communication style - Didn't attempt to establish rapport or trust - Determined that the customer was low knowledge and didn't try to probe further or explain the process - Didn't keep the customer advised of what he was doing - Ended the call without waiting for customer to confirm that they were finished **Example of a good job of responding to customer cues** Now, consider an example of better reading and responding to customer cues on the same call: **CUSTOMER**: Hello! I've got a billing problem, I think. I've called you guys a few times but you haven't fixed it yet. I thought I'd try again. **AGENT**: I'm sorry for the inconvenience. Would you mind giving me your name and account number, and I'll see what's going on in your account. **CUSTOMER**: I already entered that when I dialed in but, yeah, here you go.* (Customer gives information.)* It's rainy here today. What's it like where you are? Hey, where are you, anyway? **AGENT**: OK, Mr. Morales, I just got your account information. Me? I'm in Nashville. It's sunny here today. **CUSTOMER**: I'm in Seattle. It's always rainy here. No big news flash. **AGENT**: I've heard that about Seattle! So, tell me what I can do to help you today. **CUSTOMER**: OK. So, I joined a free trial for a streaming service then decided I didn't want it. But I entered the code FREE30 and now I'm getting charged for a membership. I called you guys to cancel a couple of months ago, but that billing code keeps popping up. Can you just remove the billing code so I can get this charge off my account? **AGENT**: Hmm, I haven't seen billing codes cause problems like that before. **CUSTOMER**: Oh, the same thing happened to my neighbor. He's the one who told me that the code was causing me to keep getting charged. **AGENT**: OK, that's good to know, Mr. Morales, thank you for explaining the situation. Do you mind if I follow our process to see how I can help fix this for you? **CUSTOMER**: Sure, do whatever you need to do. **AGENT**: If you don't mind, I'd like to put you on a brief hold while I research the problem to find the best solution for you. **CUSTOMER**: Sounds good to me! I'll be here when you get back. *(Pause while agent researches the issue.)* **AGENT**: Mr. Morales? It looks like you did cancel. I was able to find the problem and remove the charges so you're all set. **CUSTOMER**: Really? Did you also get rid of the billing codes? **AGENT**: It turned out that the problem was on the back end through the provider. I referenced your cancellation call and was able to erase the extra charges. You're good to go. **CUSTOMER**: Thanks, that was easier than I expected. **AGENT**: Happy to be of service, Mr. Morales. Is there anything else I can do for you now? **CUSTOMER**: No, it's all good. Thanks! **AGENT**: You're very welcome. Take care and don't forget your umbrella! In this case, the agent: - Listened to customer and noted their mood and manner of speech - Matched the customer's style of speech and engaged in friendly chatter - Used the call to build a relationship with the customer - Determined that the customer had low technical knowledge and kept the caller informed about what was happening at each step