Bank Customer Service Call Center: Handling Customers|
A customer service officer or personnel often face problems handling difficult or irritated customers. Officers or personnel need to know the correct method of handling these people in the best possible way in order to give customers customer service satisfaction and also to retain customers from going elsewhere for the services they need. An example would be banking services, mobile network services, etc. In organizational behaviour, we learn the rational choice decision making process which consists of four general steps: 1. Identify the problem or opportunity
2. Choose the best decision process
3. Develop alternative solutions
4. Choose the best/optimal alternative
For this assignment, we will look into how customer service officers or customer service providers look into all these six steps in improving on their relationships with customers.
1st Step: Identifying the problem
When we want to identify a problem, we should first see what the symptoms are relating to the issue. Only then we can look through the causes and after that identify what is the issue at hand. As mentioned above, customer service officers often face problems when dealing with customers with issues, irritated customers, difficult customers, and sometimes just plain rude customers. The causes of this problem can be quite a handful, because as we know, dealing with human beings is the most difficult thing to do due to different people have different set of personalities, different ways of looking at things, different opinions, and different ways of making judgment and so on. However, it is crucial for customer service people to always do their best in handling customers so that these customers will stay loyal to the company, and keep their business with the company. If customers go, the company will lose lots of opportunities of business and creating profit which endangers the survival of the company in the market. When a customer makes a complaint, it is usually when they face issues with the company’s products or services. For example, the customer might complain due to errors in billing, for bank services – error in their accounts, for manufactured products complaints might be due to product defects, product failure, etc. . All of us are customers. Of course we would want our issues to be resolved if not on the spot, immediately as soon as possible. No one likes dragging a problem on for too long. The way a customer makes a complaint is another item to be scrutinized. Some customers tend to be impatient and rude, maybe they believe by behaving this way their problems will be given top priority. But in truth, customer service departments face a lot of complaints every day. Customers therefore will usually have to wait their turn anyway which sometimes causes the customer to make multiple complaints on and on. In a nutshell, it can be concluded that customers make complaints and are sometimes difficult due to two reasons: 1. Customers face problems in the service or products that they have purchased; 2. Customers’ issues were not resolved at first contact. It has to be emphasized that although customers make complaints due to two issues, the way they make the complaints is differs to each individual customer which makes it more challenging for customer service officers to deal with.
2nd Step: Choose the best decision process
The next step would be to choose the best decision process. It can be generalized that the best decision at all time in handling customers is by using a common rule of customer service “the customer is always right”, even though they are not right. This means that whatever the issue is at hand, we always handle customers professionally, politely, with empathy, warmth and helpfulness. In other words, the decision process is to always satisfy customers. With that in mind, the next...