Donna
Siegel

Customer Service When The Customer Has To Wait For Help

In a perfect world, you could instantly meet the needs of every customer who walks into your business. On Planet Earth, sometimes you're too busy working with other customers. Rather than have anyone walk out mad, try these techniques for Customer Service When The Customer Has To Wait For Help.

Some days, the line is short and customers can be served almost immediately. On other days, the wait can be 10, 20, even 60 minutes, and customers become unhappy. They don't like to wait any more than you do, and worse than unhappy customers are unhappy customers with an attitude.

So, when you're in a situation with a long line of customers waiting for service, find ways to make serving them easier for you and more rewarding for them. Here are some tips that really work:

1. Think about how you call the next person in line for service
Customers line up in an orderly way and wait to talk to you about their needs. As you get ready to help a new customer, you indicate your availability by _____ . There are many different ways, some better than others, to identify that you are available to help the next person -- the  most common being to look at the person at the front of the line and call out, "NEXT."

While this may seem like a good way to indicate your availability,  the customer perceives it to be an impersonal, unfriendly start to your conversation. Depending on the nature of the question the customer has, it could make the conversation more difficult. Instead of "Next," use phrases such as "Can I help you?" or "What can I do for you today?" which demonstrate your willingness to be helpful.

2. Don't give favorites priority treatment
Every customer service organization has its regulars -- people who come again and again for assistance. Some of those regulars are difficult customers you prefer to avoid, while others are sources of enjoyment. Every organization has stories of the customer who comes in with homemade cookies or other treats for the staff, humorous stories or just a wonderful, warm personality.

While it is tempting to give favorites preferential treatment -- to help them first, regardless of the length of the line waiting for service -- doing so may offend or upset other customers. Other than a quick acknowledgement to these favorites when you see them, it's better to treat everyone equally.

3. Smile and greet everyone with enthusiasm
Some customers really hate to wait for service; they grumble and complain to each other; they keep looking at their watches as if to remind you of how long they are waiting. Some of them will even make the decision to leave without getting the service they need. Therefore, it goes without saying that nobody likes to wait for service.

Eventually, each customer will get to the front of the line, but what happens next has a significant impact on the outcome of the whole transaction. Greet them with disorganization, display no enthusiasm for talking with them, act tired and out-of-sorts yourself, and you have just about guaranteed a difficult conversation. Greet them with a warm smile and a bright "How can I help you today?" and you have set the tone for a positive interaction. A warm greeting will often disarm even the most unpleasant customer who finds it hard to stay upset when confronted with a lot of positive energy.

4. Apologize for the wait
It's no secret that customers have been detained when the line is long, and most people who have to wait for service are not pleased about it. Rather than ignore that fact, or wait for the customer to bring it up in your conversation, you can disarm the situation by apologizing for the wait: "Sorry you had to wait. How can I help you?"

You may be tempted to explain what caused the wait. But any attempt to go beyond the simple "I'm sorry you had to wait," will cause more harm than good. It may bring up other issues you really don't want to get into at this time, or cause the customer to react worse. The best option is to give a quick apology, and get down to the business of helping the customer.

5. Call the customer by name
Some customer service people have many repeat customers; others are more likely to see a customer just once. In either case, it's important to learn and use their names. Customers like it when you can refer to them by name, because hearing their name reaffirms their status as an important customer. It even helps to sooth customers who are upset.

Even in situations unlikely to have repeat customers, you can still find out the customer's name very easily. Look at the paperwork the customer brings you or their credit card/check. Most of the time, the name is quite visible right up front. If not, ask the customer politely for their name and then use it immediately to help you remember it: "May I have your name please?" is a great first question to ask a new customer who has been waiting for you. Then when she tells you "Mary Smith," use her name in your next sentence. For example, "How can I help you today, Ms. Smith?"

6. Confirm their good judgement in consulting customer service
Waiting in line has the effect of making people feel more anxious about the whole process of getting service. Did they make a good decision to wait in the line? Will their question or problem be resolved? Will they have to go through all the steps again, including that long wait? While all customers need to feel they made a good decision in seeking out service, those who have had to wait need it even more.

After customers have had a chance to explain the type of help they need from you, confirm their good judgement in coming to you: "I'm glad you came in so we can help you straighten that problem out immediately."

7. Don't try to change the customer
Most customer service transactions involve paperwork that the customer is responsible for. Customers have to bring back receipts, fill in order forms and so on. Most customers know exactly how to complete the paperwork. And yet, there are some who just can't seem to get it right.

When customers have filled out some paperwork wrong or can't describe the problem accurately, don't try to correct them. Instead, as you figure out what they need, just complete the paperwork for them or fill in the extra details. Making them more proficient in completing the paperwork won't help them, and it just might make them more upset: "I had to wait all that time and now you tell me I did this wrong? Why did I bother to come here today in the first place?"

8. Keep the customer informed about what you are doing
Some transactions require you to contact other people, or key some information into your computer. The person who is waiting can't tell what is happening or what you are doing, and the result can be somewhat frustrating for the customer, making him difficult to work with and help. So say what you are doing and even why: "Mr. Jones, I have to look up your account on my computer to see when that information was entered. Then we can check to make sure the money is applied correctly."

9. Make exceptions visible
Sometimes the best way to help a customer is to offer something special -- a discount that might not otherwise apply, or some additional steps you are going to take to make sure the problem is resolved. It's important to do everything you can to help the customer, especially when they've waited for service.

Yet you also have to keep in mind your actions today set expectations for future interactions. Unless you tell them otherwise, customers will always expect that they are entitled to have the same exception every time. So, if you are going to make an exception to your customer service policies, it's important that you let the customer know that you are "bending the rules" and that this is a one-time event.

10. Make sure they walk away with something positive
There are just some situations which you cannot resolve to the customer's satisfaction. And if the customer had to go through the annoyance of waiting for service and then can't be helped when they finally get your attention, you can be sure you have an upset customer. Therefore, when the customer has to wait for help, it's very important that he or she walks away with something positive. Some suggestions of positives you can give customers when you cannot resolve their issue are:

• A commitment to continue to follow up until the issue is resolved.
• A token gift that the customer values.
• A list of the next steps they have to take to resolve the problem.
• The name of a person they need to speak to.

SeaBird Associates Inc
3011 NE 7th Drive
Boca Raton, FL 33431
Phone: 561-750-9233
E-mail: Donna Siegel

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