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a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

Bringing humanity into the world of technology

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Do you ever assume a level of knowledge on the part of your customer?

The company I use to distribute my books has outstanding, global distribution. Their website and customer service, however, are as bad as their distribution is good.

Don’t Assume a Level of Knowledge

I needed to update one of my books with some new information. I went to their website and couldn’t figure out how to do what I needed to do, so I started a chat session. The agent on the chat session told me what to do, but didn’t tell me where to find it on their website. I asked him to direct me to the right place on their site and it took three tries before he explained clearly where I needed to go.

Make Sure You Know Your Products Well

Then, I asked another question, related to the first, and he told me to choose a particular option after entering some information. The option he described wasn’t available. The chat session continued in this manner until I was finally able to get everything taken care of. What should have taken five minutes took 20 minutes because he was assuming I was intimately familiar with his company’s website. He made an assumption about my level of knowledge about his company’s website.

I was trying to find a way to do something with my smartphone. I finally found a blog post that told me what tool to use to get it done, but it didn’t tell me where to find that particular tool. I had to search to find that tool. It was a minor inconvenience and only slightly annoying. It could have been avoided if the author of the blog post would have explained not only what tool I needed, but where to find it.

A successful customer service experience includes explicit instructions of each step required and assumes no level of knowledge on the part of the customer. If you’re on the phone or in-person, you can ask the customer how explicit they need you to be. In chat or email, provide explicit, step-by-step instructions. It will save time and avoid frustration. That leads to a more positive experience for you and your customer.

For More Ideas on How to Improve Communication and Customer Service Skills

IT customer service bookBring my IT customer service training seminar onsite to your location for your group, small or large. I have programs that can fit nearly any budget. Click here for the course description and outline.

Subscribe to My Free IT Customer Service Training

Sign up for my free IT customer service training by email, The 5 Principles of IT Customer Service Success. The course includes the free version of my new IT customer service book The 5 Principles of IT Customer Service Success and eight free customer service lessons by email.

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