Just the other day, I called eBags.com seeking advice on a popular handbag to purchase for my sister. For those who know my sense of style, it is not surprising that I am clueless about what’s “hot” in the handbag world right now. Needless to say, I was in need of some serious assistance. The customer service representative (CSR) answered the phone and asked me in a cheery voice “..how can I help you?” I actually chuckled a bit because I didn’t even know where to begin. I proceeded to tell her (Kate) my situation and every now and again she politely chimed in and asked me a question or two about where my sister lives, what she does, and what her style is. I answered her questions to the best of my ability (cross your fingers, sis!) and at the end of my rambling, she said “Ok, got it. I have two bags that I think you’re going to love…” I was shocked and relieved. It was only moments until I decided on one of the bags, submitted my credit card info, and went on my merry way. After the call I relished in the great service that I had just received and how easy it all was. I ultimately attributed it to the CSR’s ability to interpret my answer to her question, “how can I help you?” Customer service representatives need to realize that this question is not just a formality. It serves a deeper purpose and its answer needs to be understood (I mean, really understood) every time a customer contacts a company.
Have you ever spoken to a CSR who has an attitude and gives you the impression that you need him or her? In my opinion, this is a distinct difference from when a CSR genuinely wants to help you. Too often it feels like CSRs speak to customers in the context of the former. Utility companies are notorious for this because people really do need electricity or water or internet service, and there’s often just one company that can provide it. Recently, I called Verizon because I thought I was charged too much on my phone bill. After spending countless minutes on hold and being transferred three times, ultimately to a CSR who told me to simply wait for a call back, I was ticked. Not only am I still waiting for a call back (5 days and counting now), but I can’t help but sniff a scent of arrogance emanating from their customer support team. Sure, they asked me “how they could help me”, but it came across more like “why do you need me”? It has left a bad taste in my mouth.
Effectively helping someone is one of the most impressive gestures you can extend to another human being. And you can only help someone if you truly understand what their issue is. Remember Jerry MaGuire’s infamous plea to Rod Tidwell?
Well, Kate at eBags.com, helped me because she got me to help her. She did this by being proactive and asking questions about my situation. Not only did it enable her to give quality service, but it also allowed me to trust her opinion and ultimately her advice. Since Kate truly understood why I was calling and who I was buying for, she was equipped to pick the product for my specific needs. That’s a pretty powerful concept, and it’s the leading reason why CSRs are such an important piece of any business that genuinely wants to meet the needs of today’s highly demanding consumers.
