Another basic mistake is defining service with vague phrases like service is our mission instead of creating structures that guide employees through difficult customer service situations. If you re unsure about what you re allowed to do for a customer, you feel silly. He believes in giving the nine customer service representatives in his company an arsenal for dealing with difficult customers who call the company s toll-free number. Markzware s service employees know exactly how to route difficult callers up the company chain. We get someone else in on the call right away, says Marchese.
Employees also have a lot of leeway to throw in freebies like T-shirts and software.
A little empowerment and teamwork can go a long way. The customer service rep doesn t feel isolated in handling a problem, says Marchese, 41. It s a big score personally for employees to successfully handle a difficult customer. When they get a thank-you at the end, they re on Cloud 9. Inc. All rights reserved.