How to Take Ownership of a Customer Service Problem

 

Problem-solving skills are a valuable trait for a customer service professional. Employers appreciate when you take initiative in solving a problem. Taking ownership of a problem ensures you make the customer happy and advance your career. Here are the steps to take to ensure any issue is solved efficiently:

 

• Express empathy.

Customers need to know you hear and understand them. Listen to their feelings and let them know you empathize with where they’re coming from. Say something as simple as, “I understand how frustrating it is when a product doesn’t work as expected.” Focus on recognizing a customer’s feelings even if they don’t speak up. If you detect a customer sounds uncertain or angry, take the time to ask if they have questions or concerns.

 

• Make the customer’s problem your problem.

Sometimes, a customer has an issue that’s not directly the fault of your company. If you can still step in and help solve the problem, you’ll earn that customer’s brand loyalty because you went the extra mile.

 

• Find out answers you don’t know.

If the customer has questions you cannot answer, don’t wash your hands of the situation. Let the customer know you’ll look into the issue and provide a reply back. Talk to your supervisor ASAP and find out how to get the question answered – then get back to the customer.

 

• Know company policy.

When a customer has an issue, know what you are authorized to do. If you cannot offer a refund, find out if you can provide a discount or learn who to talk to so you can get permission to offer the customer an appropriate remedy.

 

• Focus on what you can do for the customer.

If the customer asks for the impossible, don’t just say no. Instead, immediately suggest alternatives for how you can satisfy their need.

 

• Follow up.

If you must hand the customer’s problem off to another team member to solve, be sure to follow up with your coworker and the customer later to make sure the issue was resolved properly. Let the customer know you’ll be monitoring the resolution of the problem.

 

The Reserves Network helps you find your next great customer service candidates who have the skills needed to solve complext customer problems. Contact our team of staffing experts today and learn how we can help you.