Help me understand how the human brain works.....

[Katie G]

I just had the most tiresome phone call.

Problem with a customer
I apologize for the problem
I ask the pertinent questions
I check the system
I see the problem (needless to say, it was the customer's error, but of course we can't say that!)
I apologize for the problem and for the inconvenience again.
I rectify the problem and confirm that we are now doing what the customer wants.
I apologize (again!) for the problem and the inconvenience and ask if there's anything else I can help customer with.
(I'm not authorized to offer discouts/freebies/etc. and there's nobody in the office to ask today.  And I'm not about to promise something I can't personally deliver.)

Now in my world, had I been the customer, I'd be happy at this point.  The problem has been acknowledged, apologized for, identified and rectified.  (I might have even realized it was my error, and apologized to THEM.)  As far as I am concerned, the situation is resolved.  Heck I've had to make three such calls myself this week (oil company and car insurance)  All I cared about was getting it fixed. 

Would somebody tell me WHY people feel the need to continue past this point?  In this case, I was lectured about how the office should run, had the problem explained to me (again! For which I apologized - again!), I reconfirmed that we were correcting the problem and reconfirmed that we were now doing what the customer wanted.  I apologized AGAIN.  Customer still wasn't done complaining.  We must have rehashed the conversation three times. 

Now, admittedly, I don't think the way a lot of people think.  I tend to be methodical and analytical and not very emotional.  I've never seen the point of beating a problem to death when there's a simple solution that's just waiting to be implemented. 

Maybe some people just need to be re-re-reassured??

[peaches2160]

Sounds like you did all of the right things.  They could have been bored and lonely and wanted to reach out to someone with a kind voice that they could over exert their power on to make them feel important.  Some folks just feel the need to beat a dead horse.  I get frustrated with that.  I too am quick to the point and once the matter is handled, it is done.  I move on.

[Cathy S]

I too think it sounds like you handled it well and did and said all the right things.

I worked on Reception at a Welfare Rights Office around15 years ago and received a piece of customer service advice I have never forgotten.

"When someone rings us they have probably worked out what they want to say an rehearsed it ... don't interrupt or tell them you are the wrong person to handle it because they have probably psyched themselves up for several hours before calling.  Listen quietly until they pause and then tell them you will connect them to a case officer who will help them"

I suspect often it is the same with a complaint - the caller has scripted the conversation, possibly anticipating a poor response from the organisation and they stick with their script because they don't listen properly and hear the actual responses.

It is frustrating but I find dealing with complainants like this a challenge and very rewarding when the outcome is successful.

Cathy

[gee4]

Katie,

I am not suggesting for one minute you didn't handle this situation properly, however you have to understand that when things go wrong, a customer feels the need to complain, has the right to a resolution as well as taking the necessary steps to prevent these things happening again.

I have had to deal with 3 major issues during the past month or so, none of which were my fault.

I have had to make several phone calls, write numerous letters, make follow up calls as well as making trips to my bank and I feel quite strongly when such issues all roll into one to make life very stressful.

I have been quite patient in all of the matters I have had to deal with but what I object to is when my life is turned upside down due to errors made by others.

Perhaps you could have directed this customer to a complaints department or asked them to put their grievance in writing for the appropriate department to deal with.

[Katie G]

Good point, Gee.  I guess it goes to a basic human need to be "heard."

[colint]

Sometimes it's just enough to listen.  Quite often, before ringing, they've "rehearsed" (or at least planned) the points they're going to make, and so it's worth waiting until they've finished: blown the wind out of their sales, so to speak.

Then come in with a chirpy apology, and something along the lines of "let's see if we can get this sorted out for you" etc - or even "I'm sorry that's been your experience, but I'm here to help you".

My thinking on this is they've got to tell SOMEONE and I'd rather it was me than their spreading bad word about the company!

You know, this is almost role reversal.  Usually MEN are task orientated and WOMEN emotions orientated.  The times I've told mates to shut up when their girlfriend is upset about something: "She doesn't want a solution [alien to a man!] - she wants to tell you how she feels about the problem!"