Solving problems reported by customers is the everyday job of many customer service agents.
Enabling customers to report incidents and having agents who are responsible for resolving them is just the first step towards providing extraordinary customer service. What really matters is the way these incidents are addressed and resolved.
Reliable communication channels, fast responses, positive attitudes, simple language…the list could go on and on. These elements of customer service are just a few of many aspects that are necessary to ensure seamless interactions with customers who require help.
Let’s dive deeper into this topic and discuss the pillars of effective problem-solving in customer service.
Follow these three steps to make sure your customer service operates correctly and is able to solve clients’ problems quickly enough:
It might seem obvious, but the real problem here is that many customers may not even know how to report an incident, or no one from the company contacts them when they do. If a customer claims that your product is flawed, you have to contact them right after they report the incident.
It’s important to take a few minutes to talk to the customer on the phone or send a message asking about the problem. Show them you care about their opinion and that if they speak up they will be heard.
Most of the time, the speed of reply to an incident is more important than the response itself. When customers report incidents, the last thing they want is to be ignored or wait too long to hear back.
You shouldn’t wait more than a day to respond to any emails, calls, or comments that your customers make complaining about a product. Every hour without a response will make customers more frustrated. Therefore, responding as quickly as possible is essential to improve your relationship with the customer.
You must compensate the customer for your failures. If, for example, they paid for shipping but the order didn’t arrive on time, the fair thing to do would be to reimburse them for these costs. If the product is flawed, you should replace it and offer a discount on their next purchase or offer them a gift card.
In short, no matter what the situation is, it pays off to make the customer feel listened to and treated fairly. Why? Because this will reinforce the company image with the customer, and they will stay loyal.
Consider leveraging help desk incident templates to make it easier for your customers to report incidents and for your customer service team to deal with reported issues. Below you will find some ready-to-use templates that you can implement into the incident reporting process. You can just simply copy and paste them or edit them according to your needs.
When did you place your order? [Calendar for customer to select a date]
Please describe the incident. The more details you give, the easier it will be for us to help you.
[Long text field]
[Button] Click here to report the incident
*Your order number was sent to you via email.
[Message displayed after customers click on the button]
We have received your incident report. We will start working on your request today.
Name and surname:
Preferred communication channel: [list of channels]
Please describe your issue below:
[Long text field]
When did this issue occur?
[Calendar for customer to select a date]
What is the priority of this incident? [Low/Medium/High]
[Button] Report an issue
[Message displayed after the form is submitted]
Thank you for reporting your issue! We have created a ticket no. [ticket number] for it. Click this link to check the status of your ticket.
Which sentence describes your problem best? [list of possible issues that a customer may have experienced]
Describe your issue in more detail below:
[Long text field]
[Button] Click here to report the incident
[Message after form submission]
We’ve just received your request, and our agents will start working on it shortly.
We offer concierge migration services from most of the popular help desk solutions.
There are many kinds of incidents that customers might report. The type of incident depends on many different factors, like the industry your company operates in, products or services offered, customer expectations, and their technical knowledge. To make it easier for your customers to report incidents, you can include a drop-down list in the submission form that includes the most common issues.
You should definitely try to solve every incident that is reported. However, often even agents with the best approach to customer service may not be able to assist customers with every incident they report. There are many reasons for that, but the most common one is the fact that sometimes a certain situation is simply out of your company’s control and thus the customer’s issue can’t be resolved.
Common incidents that are reported by different customers should be resolved as quickly as possible. This is because your agents should already know how to address specific situations, and it shouldn’t take them too long to deal with recurring problems. It’s normal for some incidents to take more time to be addressed. However, your agents should always inform the customer if resolving the incident they reported is taking longer than usual.
Customer portal email templates
The given text contains various email templates related to the customer portal platform. These templates include password reset, feedback, and invitation email templates. They provide instructions to customers on how to reset their password, request feedback, and access the platform. The company also emphasizes the importance of their customers' feedback in order to improve their services. Overall, the templates aim to assist customers with using the customer portal effectively.
Videos - Dealing With Angry Customers
The video emphasizes the importance of customer service and highlights empathy and taking ownership when dealing with upset customers. Tips are provided on how to avoid language that triggers negative emotions, and learning from customer complaints is crucial to improving services and avoiding negative word of mouth. Effective customer service involves managing challenging situations, especially handling angry customers, by remaining calm, empathetic, and professional. Addressing underlying issues, offering clear communication, and proposing suitable solutions can help diffuse tension and demonstrate commitment to excellent customer service. Increased brand loyalty, positive word-of-mouth, and enhanced company reputation can be achieved by developing the ability to handle angry customers. Additionally, the text discusses customer service tools and training, LiveAgent as a comprehensive customer support tool, and the importance of putting customers at the center of everything.
Help desk software is crucial for businesses of all sizes and industries to track and solve customer issues effectively. To improve the performance and quality of customer support, implementing IT help desk best practices is essential. These include selecting the right help desk software, having a single point of contact, automating processes, incorporating Service Level Agreements, creating dedicated support teams, offering a self-service portal, building a comprehensive knowledge base, tracking key metrics, setting up third-party integrations, providing employee training, collecting customer feedback, and taking care of the help desk team.
We appreciate your recent sign up for a LiveAgent.
A message will be sent to your email address containing login details, right after your account is installed.
If you wait for a while, after installation is complete you will be able to access your account directly from here.
After the process is over, we will send the login details to your mailbox.