3 Words You Never Want to Hear

In the customer service industry, there are three words you don’t want to hear from your customers. There are probably a lot of three-word phrases that come to your mind, such as ‘’Want a refund’’, ‘’Lower your prices’’. But those three words are not the words that should concern you because they are easy to deal with. As a customer service representative, you never want these words to cross customers’ minds if you want to properly interact with them.

These words are ‘’That’s not fair!’’.
Let’s discuss here how to successfully avoid them during the conversation with the customer.

1. Equal and fair are not the same.

Someone might think that equal treatment means fair treatment. That’s not true! The reason is simple – your customer is not comparing his treatment to that of other customers. He is comparing how he is treated by this business to their treatment by other businesses. He also compares your treatment of him to the concept of fairness they’ve developed in the past. This is easily explained on simple example – when you go to a doctor and you routinely wait 45 minutes past your appointment time, and your friends tell you they had same experience, we are all treated equally. But if someone asks if you are treated fairly, the answer would be negative. So you found the doctor who cut your wait time to five minutes.

2. Part of our culture.

The concept of being fair with people is part of our culture, ever since we were little kids. Our parents taught us that ‘’everyone needs a chance’’ and to ‘’flip a coin’’ every time there is a dispute because that’s a ‘’fair’’ thing to do. Because it is deeply integrated into our culture, we will probably get really angry when people do something we consider unfair. Fairness is the most of the time in the back of customer’s mind, so he can evaluate your work. The customer evaluates if your prices are ‘’fair’’ in comparison to others. He also compares the quality of your service and goods. No one wants to see unhappy customers, so give your best to avoid them saying or even thinking ‘’That’s not fair!’’. This negative emotion and thoughts almost always lead to loss of those customers. Knowing that the customers tell each other about ‘’unfair treatments’’, this can lead to strong negative promotion.
3. Increasing your fairness quotient.

Sometimes we can’t serve customers as quickly as they prefer, or handle their complaints or solve their problems the way they would like to. Even if we can’t give them the amount of time they need and if they are not totally happy with our service, they are likely to accept it if they feel they’ve been treated fairly. There are certain ways to do this:
-       First, reevaluate your policies, behavior and operation. Is everything you are doing fair to your customers? Or does it show bad policy, inflexibility or poor business operation?
-       If you believe that you are doing fair, try to explain to the customers the reason for delaying or why you can’t solve the problem the way they want. Avoid using the sentences as ‘’That’s our policy’’ and ‘’That’s the way it is’’ because these are not the proper explanations. Increased perception of fairness and understanding must follow your explanation. Use your communication skills to avoid you sound like you are giving a lecture to the customer, because that would be just inappropriate.
-       If the customer has something to say, give him a fair hearing. Doing differently and cutting him off will seem unfair to the customer. If you express the empathy and make sure the customer believes you understand how he feels, the way he percepts understanding and fairness will be far greater.
-       When you realize the customer is made upset or inconvenienced with any of your actions, you should apologize, because that’s only fair. Explain that you are giving everything to do the fairest actions for both sides given the circumstances.
-       If there is a situation with a simple confusion or misunderstanding, maintain the perception of fairness and good relations and make an exception. At the end, thank the customer for understanding and that way increase his perception of your value for them.

When the mistakes were made, the interaction is not always productive as we would like to. In these situations, you could see that customer might be still unhappy with your response, but the second chance is just around the corner if you manage to make him think ‘’At least you are fair’’.



10 Ways To Support Customers Through Social Media

Social Media.jpg 277.74 KBResearch has shown that customers will do business with whomever they have a relationship with.  By using social media, a company can reach out and connect with their customers, and establish that ongoing relationship, long before the sale even happens.  This keeps customers up to speed with your specials, upcoming events and trends.  Social media gives companies a valuable way to keep their finger on the pulse of customer opinion.  Most forms of social media can be used in conjunction with each other. While it is good to have some new information on different form...


The 4 Values of Post Market Customer Service

03 Humanity.png 309.9 KBWhile training new phone reps, one commented that they had many customers ask for me by name.  The new rep wanted to know why I had so many customers willing to wait to talk to me.  I explained there were several reasons.1.     I respected the value of the customer’s time.There are times when call queues are going to be long. In some cases, when the customer finally gets through to a live voice, they had been waiting for quite some time.  Queues happen, customers get frustrated.  When I queues were long I slightly altered my greeting to thank them for their patience ...


10 Things You Must Do Before Switching Help Desk Platforms

innovation-2057546_1920.jpg 876.11 KB     As technology changes so does the ability to track customers and customer calls.  There are several ways to prepare before switching help desk software.  I was working at a tax software support center that decided to change their help desk software in the middle of tax season.  The whole process was miss-managed and caused increased call volume at a time when call volume was already at critical levels.  The lack of planning and preparation of upper management’s decision made life harder for the front-line call takers and added to the customer’s leve...


The Best Way to Defuse Angry Customers

arguing-1296392_1280.png 80.08 KBIn the field of customer service, we have all dealt with “that” customer.  The one who has all the answers, or has impossible expectations, or is just so frustrated and angry that it seems that nothing will make them happy.   Anyone who has worked in customer service for any period of time has sat through the “Dealing with Angry Customer” classes.  The steps offered in those classes, or in online articles are good, they do work but there are additional options that are not normally discussed.  I was working with a company, and was asked by management to assi...


10 Interview Questions Every Customer Support Rep Should Be Able to Answer

Interview Questions.png 552.78 KBThe right interview questions might be more valuable than the candidates’ work history because it will reveal more useful information. Seeing their reactions will tell you how they handle real-life problems and situations, so you can avoid wasting energy and time on interviewing, and eventually hiring the wrong person.If you divide these questions among the hiring a team, you will get all the information you might need to hire top talent in this industry. Here is some guidance, in case you are not sure what type of questions you should ask the candidate.The ...


12 essential customer service skills

12 Essential Skills.png 208.49 KB     If you aspire to succeed as a worker in customer service you must own certain skills. The way we interact with customers is essential for great customer service. You shouldn’t be surprised to hear that those interactions don’t always get right. Based on experience serving clients and managing customer teams, here is a list of skills that can lead you to success in this industry. Even if you are a veteran in customer service world, brushing up these skills might be a smart idea.1.     The ability to listen to customers. This is the most important skill, ...


Understanding Your Net Promoter Score and What It Can Mean to Your Business

Net Promoter Score.jpg 37.45 KBWhat is NPS (Net Promoter Score) and Why Does It Matter?The Net Promoter Score or NPS is a customer satisfaction measurement tool that shows on an index of 1 to 100 the probability of a customer recommending a company’s product to others. Customers will recommend a service or product to others only if they are satisfied and happy with it. The NPS tells you whether a customer is satisfied with your product and loyal to your brand. Arguably, NPS is one of the best alternatives to the traditional customer satisfaction surveys and can have a direct impact on the r...


6 Reasons Why Outsourcing Customer Service is a Bad Idea

Bad Idea.jpg 189.27 KBWhen you grow your own business and you have the great vision for it, you may want to provide convenient and satisfying customer service for your customers and meet their needs no matter what it takesCustomer service is a very important part of any business. It can help your company move forward or downgrade everything you have achieved, no matter how big or sophisticated your business is. The modern age of marketing shows us how important it is to make customers’ contact as productive and positive as possible. One of the ways small companies aim at this challenge is t...


8 Ways to Compare Open Source Ticketing Systems

8 Ways To Compare.jpg 60.37 KBDo you want to have the best open source ticketing system for your organization? Then you need to compare the available systems before you make your decision. Selecting a ticketing system for any organization entails making a crucial decision that shouldn’t be taken lightly. A ticketing system is web based package or computer software that maintains and manages numerous communications in an organization. It is commonly used by an organization to resolve and update progress on the reported customer issues. Currently, there are three versions of ticketing systems...


4 Reasons Why You Should Use an Open Source Help Desk

4 reasons for open source.jpg 49.39 KBThe ticketing management system has gained tremendous popularity over the past couple of years for allowing users to identify, track and resolve issues easily. Instead of investing in proprietary software, you can now rely on an open source ticket system, and you’ll still stand to enjoy the same benefits. Here are 4 major reasons why you should consider using the latter: 1. Reduced cost There are a number of benefits associated with help desk software, and this is an opportunity that is hugely exploited by proprietors to make the most out of their produ...


The 10 Benefits of Open Source Help Desk Software

Open Sign for Open Source.jpg 228.7 KBOpen source help desk software presents a revolutionary platform for providing customer support. Modern organizations are using this software to provide smooth customer support. The software makes tracking customer issues possible for organizational managers due to its ability to store customer communications, transaction records, email messages and other engagements. It also makes it possible for customer support agents to resolve issues within the set time-frame. These can be used for reporting purposes and as a research database for better practices....


10 Customer Service Skills You Must Master

Yoda - Master.jpg 102.45 KBCustomer service plays a major role in any business setting by ensuring that all queries raised by consumers are addressed in full and to their satisfaction. It is, therefore, important to have support staff with proper customer service training and a strong desire to help others. The following are skills that are vital for customer service staff:1. Effective listenerYou will need to be an excellent listener to completely understand the needs of a customer in order to come up with the right solutions. If you are talking to consumers face to face, you should let th...


4 Tips that Will Improve Your Customer Service this Week

If you are in business, then you have had a tough time with customer service. No business on the face of the earth has served their customers 100% the first time. We can always look to provide a better experience and develop deeper connection with them with the few tips we have outlined below.1. Be one of them!Save the fluffy writing and technical jargon. When your customers need help, they want to know you feel for them. Most of the time, customers are reaching out due to some issue that has happened with your product or service. All too often they are upset and looking to take that frustr...


Helpy 1.1 brings a load of new ticket features

Screen Shot 2016-11-23 at 1.04.53 PM.png 757.71 KBToday we are announcing our 1.1 release, which builds on the Awesome Helpdesk features announced in 1.0 with some really powerful new ticketing and discussion management capabilities. Here is what is new:Uploadable logo: You can now upload a logo for your help system using the settings interface. Note- this only works with the new native file storage, not with CloudinaryCapture raw email: If you forward emails into the system, it can be helpful to be able to review the full text of the original email, with forwarded sections intact. This let...

Scott Miller

Helpy is 1.0!

We are super excited to announce that Helpy 1.0 was released today! This release is packed with new features that will help you provide better support to your customers. Helpy is also featured on Product Hunt today, so if you like what we are doing, please head over to http://www.producthunt.com and vote for us!Here is a quick overview of what you will find when you log in, or sign up for a trial:Team Insights- A new team overview page for admins, that shows you reporting on your team efficiency.REST API- You can now access all of your Helpy programmatically. Generate API keys in the settin...

Scott Miller

This is the official blog of Helpy, the open source helpdesk platform.