Master Customer Service Calls: results with NO anger
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- Опубликовано: 7 июн 2024
- Anytime we have to call customer service, the thought of navigating insane button-press menus, voice-recognition bots that suck, being on hold for an hour, with the risk of not even having our issue resolved can make us just rather give up, so in this video, I want to show you how to master Customer Service calls for anger-free results.
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TIMELINE & LINKS 🔗
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Some of the links below are affiliate links. For example, as an Amazon Associate, I may earn a small commission from qualifying purchases at no extra cost to you!
0:00 - Intro
0:13 - Step 1 - Clarity of Goals
It's absolutely critical that before you even dial Customer Service, that you know, in no uncertain terms, exactly what your desired net-results are for the call.
0:30 - Step 2 - How to Get a Real Person
I am not sponsored or affiliated in any way to GetHuman, but they are my automatic first stop before making any customer service call:
🔗 gethuman.com
0:55 - Step 3 - Mitigate Frustration
LOL... I'm pushing it here, but in case you're after a good budget-friendly workout bench, I use the Adjustable Weight Bench by FlyBird, HOWEVER, I feel like this bench is too high up for anyone under 5'9" (175 cm)... but if you're interested...
🔗 FlyBird Weight Bench on Amazon: amzn.to/3qWy7j0
1:33 - Step 4 - Two Important Starters
These two steps are all about ensuring you're set up for knowing what to do in the event the call somehow gets disconnected, and also, to have a way to expedite future calls you may have to make if they are related to the issue you're calling for now. You're setting yourself up for success here, and this is also a great starter in effective communication in other areas too - to mitigate points of failure in future conversations.
2:29 - Step 5 - Communicate & Validate
We can't just assume people know what we need help with. Take the crystal clarity you have on your desired results from step one, and communicate them to the customer service rep. Then, verify that they can, indeed, help you with everything. Nothing's worse than spending time on the phone with a customer support person only to find out after a bunch of back-and-forth that they aren't even the right person/department to help you out.
3:08 - Step 6 - Confirm They Did Their Job
Even if it seems like they did what you needed, always ask to ensure, in no uncertain terms, that they did, indeed, do every single task on their end to yield the results you're after. The importance of doing this is because all of their calls are recorded, so in the event they claim they did everything, but after you get off the phone, whether it's an hour, a week, or a month later, you realize the issue wasn't fixed, you can have the confidence to call back and say, "listen back to my previous call" etc... that's a sure way to get a credit on your bill or other perk in exchange for wasting your time.
3:29 - Step 6.5 - If You Need to be Transferred
✅ Download the free Customer Service Call cheat sheet:
🔗 bit.ly/CustomerServiceCallGuide
3:57 - BONUS - For SUPER Important Calls
I am not sponsored, nor affiliated in any way to TapeACall... in fact, the app store shows that the ratings and reviews aren't very good, lol. I've just been using that app for years, and have had no issues personally. I'm sure there are a bunch of call-recording apps available.
4:27 - Step 7 - Initiate Self-Reminder
4:55 - Most Valuable Part of System
Being able to communicate effectively is one of the most valuable skills to have. Communication Skills are often the points of separation between success and failure in any undertaking. And one huge component of great communication is having the ability to remove emotion, or rather, over-the-top emotional reactivity from the conversation.
#CommunicationSkills #EffectiveCommunication #productivity
Want to connect more?
Instagram: @mauricemoves / mauricemoves
Let's Get It Together!
DISCLAIMERS:
Some of the links above have an affiliate code, if you purchase gear with these links I will receive a small commission at no additional cost to you.
Unless explicitly stated, this video was not paid for by outside persons or companies. This means that the content of this video and my opinions are 100% my own, and were not vetted or paid for by any third party.
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This video deserves much more likes this might be the most informative video I’ve seen in weeks.
As someone who has answered calls for a long time I will give this advice and no, I'm not trying to be funny. Just shut up. Most of the time when you tell the rep what is going on and what you need help with they already know what you want and what you need. I have had countless customers that make themselves more frustrated by telling their life story. Don't do that to yourself. Keep your talking to the bare minimum or small talk, something that the rep can interject on as things process on their end, or as questions come up.
Very true
I knew customer service calls can be improved but never knew how. This video answers all those questions!
"Circumnavigate" does not mean "bypass." It means to travel all the way around something and end up back where you started.
You are the GOAT of Life Pro Tips my guy.
Hey Maurice,
Right on point yet again!! I will put this into practice right away!
If what was depicted in the video is the standard in US and Canada, then I feel super sorry for you guys. This is absolutely unacceptable level of service.
An excellent topic and suggestions. Thank you.
really helpful thanks Maurice
Hey Maurice, love your videos! I watch all of them regardless if they’re relevant to me or not because they’re just that entertaining and informative. Anyways, quick question, do you carry a power bank as your EDC? I always have a power bank on me whenever I go out and it’s incredibly useful
Thank you for the remainder listed in this informative video
I did not expect this video but I appreciate it nonetheless.
If companies got out a “what to expect” when requesting support it would be so useful and efficient for them as well
While I can not use everything you described here (for example recording the call) this still is a extremely useful video.
Personally, I like to use a headset of some kind, so that I have my hands free and a better communication in case of some noise (extremely loud vehicle going by/ somebody decides to drill into concrete/ and so on).
Hot tips saving this video so I can make notes when I get home
brilliant!
(Another) great video. 🤠
You do not have any idea as a customer service representative how many rude and unpolite customers we have. For us is frustrating because our job was not recognised and our job is not respected. And customer is not always right!
the customer is usually a rude word for bottom. i've only ever spoke to a handful of nice ones. the majority of calls i got were problems created by customers not reading what was in front of them on their bills/ insurance cover or ignoring advice sent to them repeatedly to take an action
I'm not sure recording calls is legal in every US state without informing the other party. Some states only a single party needs to know recording is happening. Some states both parties need to know. It's not a huge deal IMO but good info to know. I think single party knowledge should make it legal in every state. California, for instance, is a special place and they require both parties to know.
same idea for rest of the world i think. in UK you have to advise. and the agent can end call if they do not agree to be recorded by the caller.
Illegal in Maryland also.
Is this a joke video?
Probably one of his weird one off video to see if it popular 😂