 This
Call Requires Someone Else.
Now What?
Kumarie
asked about a common service situation:
‘Sometimes we handle calls on behalf of others
when they are not around. Occasionally we can only help
to a certain extent. If the query gets deeper than we
can handle, we say “Sorry but I am only answering
on behalf of so and so,” or “I am covering
the duty of someone else who is really the right person
to help you.”
‘I’m afraid this message may sound bad to
our customers who might think, “Are you saying
I should stop asking you anything further? Should I
wait for the person in charge to come back? Have you
been wasting my time?”
‘Your comments and advice, please.’
Great question, Kumarie! Here is my reply:
It is always good to offer help. It’s also important
to be honest if you are not the very best person to
answer the question. When this is the case, tell your
customer you will do everything you can to assist, and
that you will forward their question to your colleague
if necessary.
Throughout the call, take notes of all information given
by your customer. If it becomes clear that you must
refer them to someone else, explain honestly and calmly
as follows:
‘Mr. Customer, this question is now at a point
where I want to be sure we get exactly the right answer
for you. To do this properly, allow me to bring this
matter to my colleague Ms. 123, who is the right person
to help us resolve this matter and find the information
you need.
‘I have taken careful notes throughout our conversation
and will share this information with Ms. 123 as soon
as she returns. It will take me XX minutes/hours to
review this with her, after which I will call you back
personally, or make sure Ms. 123 calls you back with
the information you need.
‘In the meantime, let me give you the spelling
of my name and direct phone line, so that you are able
to easily call me again if you have any further questions.’
Note the following key points in my reply:
1. You retain primary
responsibility for your caller’s satisfaction.
You are not passing the buck, dropping the ball or letting
a customer fall through the cracks
2. You prepare your customer early for the possibility
that you may be unable to complete the service required.
You anticipate the need for referral to a colleague
by a) explaining upfront that you will make every effort
to help, b) letting the customer know there are others
who will help if needed, and c) taking notes throughout
the process to facilitate referral to your colleague
if required.
3. You pride yourself
in ‘closing the loop’ personally, either
by calling back, or making sure someone else does, and
by giving your personal contact information.
If you follow this carefully
planned route, your customer’s satisfaction will
climb higher, even if you are unable to personally answer
their question.
I hope this helps,
and thank you again for asking.
Key Learning
Point
Once customers make
contact with someone inside your organization –
like you – they count on you to help get the answers
they need. If this requires that you refer your customer
to another person or department, that’s OK. Just
do it in a way that lets your customer know that he or
she did reach the right person the first time.
And that person is...you.
Action Steps
Read these pages
of the book out loud with other members of your department.
Review your current procedures for answering calls, recording
information and referring customer situations to one another.
Apply the principles above to make your systems even better
and your
customers even more fulfilled.
Next Article in Customer Service Partners >>
Customer Discrimination? We do it All the Time!
First Article in Customer Service Perception Points >>
You Have Leverage. Use it
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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