I’ve received some really vague requests for help through the TRAs lately, and they got me thinking: frustration in customer service can come from not getting your way.
But more often than not, frustration in customer service comes from not clearly defining what it is you want in the first place. If you send the request “it does not work” (complete with lack of punctuation, even!) you’ve given the person on the other end nothing to work with — what is it? What isn’t working? What product are we dealing with, here? etc, etc, etc…I can guarantee this person is frustrated as all hell with me, as we still haven’t nailed down what I’m supposed to be helping to fix.
Got it? If you’re clear with what, precisely, is frustrating you, you’re more likely to get it resolved. Of course, having NO expectations is dangerous, too! I recently attended a wedding and accompanied the bride to her hair appointment the morning of the big day. When the stylist asked what she wanted, she replied, “Something part down and part up and pretty” while making vague hand gestures.
Seeing the stylist’s panic face, I grabbed a book of hairstyles and helped the bride to communicate exactly which picture she wanted her hair to look like, preventing confusion and dismay a few hours later. This isn’t me being a hero or a miracle worker, just providing a way for the two parties to better communicate with one another. Both the bride and the stylist were thrilled with the end result.
How can you, as a consumer, better convey your expectations to those trying to help you? Better yet, how can you help your clients convey their expectations to you?
This week, I dare you to get out there and communicate. (Remember, your coffee isn’t ‘awful,’ it’s ‘bitter & stale, with the wrong type of creamer.’
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