Mistake Call Center Newbies Make (Calls, Chats, Emails)

mistake number two that call center
newbies make
when assisting customers and that is
not being proactive now what does
being proactive mean being proactive
means anticipating the possible problems
that the customer might face in the
future
and doing something now to prevent those
problems from happening
now if you're still confused i want to
show you
a mock call this is a mock call by an
agent named
jennifer but before listening to this i
want you to remember the return
policy of this company and that is
all items are returnable except
swimsuits and
undergarments now i want you to remember
that
all throughout this mock call and then
i'm gonna ask you
a question here it goes
hi thank you for calling question this
is jennifer how may i help you
hi jennifer this is tabitha so i
received my order a few days ago and two
of them
did not fit me i would like to return
them how do i do that can you help
absolutely so all you need to do is to
bring the items along with the return
label
to your nearest post office once we
receive them
we will process the refund within seven
days
all right i will do that thanks
as you heard the customer was asking how
to return the items
and jennifer the agent did answer the
question
sounds legit sounds correct but
there is actually something wrong with
this mock call
do you know what it is
again remember that the return policy of
this company
is that all items are returnable except
swimsuits and undergarments now you have
five seconds to answer that question
time's up so the problem was
jennifer did not check if all items
are returnable remember the return
policy of this company
is that not all items are returnable
what if one of the items that the
customer was trying to return was
actually a swimsuit
or an undergarment in this case some
there will be a problem in the future
and this customer is going to
call again and demand for a refund but
unfortunately the company cannot provide
it because
she returned an unreturnable item
so that's exactly what i mean by
thinking ahead and being proactive you
know you have to anticipate the
potential problems that the customer
might face in the future
and already warning the customer about
it
here's what could have been done better
hi thank you for calling question this
is candice how may i help you
hi candace so i received my order a few
days ago
and two of them did not fit me i'd like
to return them
how do i do that can you help absolutely
may i know your full name and the order
number of the items that you want to
return
order number ac280945
name is tabitha ratchet
thank you tabitha give me one moment
so i'm seeing four items under this
order number
may i know which of these are you
returning
i'd like to return the items emily
two-piece in red
and rad t-shirt in blue i'm keeping the
jimmy shirts in orange and the nicole
shoulder bag
got it
according to the information here the
red t-shirt is returnable
but not the emily 2 piece in red since
it's a swimsuit
oh okay so i can only return the t-shirt
but not a two-piece
is that what you're saying yes just pack
the red t-shirt along with this original
packaging and return label
and then bring it to your nearest post
office after seven days from the
delivery to our warehouse
we will refund you in full to your
original method of payment
all right then too bad about the bikini
huh
can't you maybe make an exception i
didn't wear it for too long
no unfortunately not since swimsuits and
undergarments are under the
non-returnable category
okay all right then i'll return the
t-shirt tomorrow
thank you so as you heard candice
the other agent made sure that all the
items that the customer
was returning were all eligible for
return
she did that by asking for the order
number
and checking all the items one by one
this way there are no unpleasant
surprises for the customer in the future
compared to the first agent who only
told the customer how to return
but did not really tell her whether all
the items
are eligible for return
[Music]
therefore being proactive is not only
answering the question that the customer
is asking but also answering the
question that the customer
is not asking but should be asking
in this case what was the question that
the customer did not
ask but should have asked you have five
seconds to answer that question
time's up so the question that the
customer
should have asked but didn't was
are the items that i want to return all
returnable
notice that the customer didn't ask this
question at all
but the agent took the initiative
to inform her that one of the items are
non-returnable by checking the order
number
[Music]
now remember that first agent jennifer
the one who didn't check if all the
items were returnable
here was the result of her mistake one
week later
hi thank you for calling question this
is candice how may i help you
hi i'm calling because you guys have
still not refunded me for one of the two
items i returned last week
i got the refund for the t-shirt but not
for the bikini
can i follow up on that let me help you
with that
i know the order number of the bikini
returned and your full name
order ac280945
name is tabitha ratched
thank you let me check
is the bikini return the emily two-piece
in red
yes it is i talked to jennifer about
this and she told me to go ahead and
return
i see okay i see here that the emily two
piece in a red
belongs to the swimsuit category and is
therefore non-returnable
are you you gotta be kidding me are you
kidding me
according to the return policy displayed
on our website
all items are returnable except
swimsuits and
undergarments due to hygiene reasons
no way there's no way i called last week
jennifer did not mention that to me she
just told me to return
and wait for seven days
so what's gonna happen now i've already
returned it
it's already in your warehouse in this
case
we will be forced to return it back to
your address we just cannot process it
for a refund
you know what enough enough
this is not going anywhere let me talk
to your supervisor
now tell me do we really need to finish
this mock call to know exactly what's
going to happen here
of course not we know exactly what's
going to happen here
we know exactly how this is going to end
tabitha
is going to scream at the top of her
lungs until she gets the supervisor
and candace is going to try her best to
de-escalate the call and get
tabitha to accept the unpleasant truth
which was a problem that could have been
avoided if
jennifer was a little more proactive
with her
service
[Music]
to become more proactive with your
service you need to ask yourself
two things first what are the potential
problems that the customer is likely
going to encounter in the future
and second what can you do to ensure
that she won't experience these problems
and contact you again
for the same issue with a much bigger
problem
most of the time it's really just all
about checking the account checking the
order
number checking the contact history and
also
providing the complete information for
the customer
and by being proactive you're also
following the
fcr rule which is the first contact
resolution
and by doing so you are making it easier
for you
for your colleagues for everyone in the
office for everyone in the account
to do their job because there is going
to be
less repeated contacts because you have
done everything you could
to be as proactive as possible all right
guys
that is all for today in my next video
i'm going to talk about mistake number
three
and once that's ready i'm gonna put it
up here at the top right corner of this
video
thank you for watching bye