Speaking of 'don't take no for an answer'...

[smeddley]

Here's today's CSR question.

Is it more important to spend the time to listen to a 'customer' even if you know, from the outset, that you cannot help them, or is it better to be blunt and say upfront, "I'm sorry, but I can't help you."?

I say the latter, because I don't want to waste their time (or mine!) and I don't want to give them false hope.

We just had some people come in that one of my co-workers had spoken to on the phone and promised to help. The problem is, I could have told you that we would not, under any circumstances, help. This is not an unusual situation and it is not something we've ever gotten involved in. Also, that co-worker is not in today, so the people up front spent over an hour trying to help and couldn't. They ended up bounced back and forth between departments, and no one ever seemed to flat out say "You're on your own."

I said I would have been blunt (and am when I get these calls) and would have told them right up front that no, we will not help. The girls up front argued that it was important for these people to be heard, even if we weren't going to do anything.

What do you think?

Comments

[akirad.livejournal.com]

I think people sometimes like to be seen to be helping, even if, in fact, they are simply prolonging the inevitable. Maybe it's a case of wanting to get across how much you really would help if you could?

I favour bluntness of course. Or at least I think I do?

[cdpeck.livejournal.com]

I would say that you should backhand them.

[aeamek.livejournal.com]

Fuck 'em.

[revoked-soul.livejournal.com]

If I were the person looking for help, I would much rather be told up front that it's not possible than be given the run-around. Fuck that.

[leaper.livejournal.com]

Let them say their piece, then lay it out straight. Here's why:

1) The customer ("C") has a desire to get what they're after. If they think you haven't gotten all the information, then they may try to re-explain, in hopes that something that they didn't get to say changes your "no". Thus, more of your time and C's time is wasted

2) Cutting of C before C finishes will likely be seen as rude, and C may go over your head, only to get the same "no". Then your boss comes to yell at you. Now time has been wasted for C, Boss, and you.

3) Letting C finish helps to show that you have respect for C. This makes C more receptive to the answer you give. (Note, respect for C doesn't actually need to be there for this to work)

4) Giving C false hope just gives C farther to fall when reality hits. Let them know up front that it can't happen. (Note, only if you're sure it can't happen)

5) Once C knows it can't happen, they can go about figuring what else they need to do. (Note, hopefully at someone else's desk!)

6) Bouncing Cs between departments is just mean. It tends to really aggravate them as the fact that their timing is being wasted is readily apparent to them.

[tarpo.livejournal.com]

If you were pissed and called a Customer Service line and they told you up front they couldn't help you.. You would want to tell them the problem anyway wouldn't you? Its as important to let someone vent before you tell them you can't help because at least it makes them feel like they got all the details out and a little of the pissedoffness.