When the Customer Has Been Through Voicemail Hell
Robert Bacal
THE SITUATION
These days most companies use some form of voicemail or automated phone system. Unfortunately, these systems are not always well thought out, resulting in situations where a customer can be routed around and around without having his or her needs met in a timely and simple manner. How can you deal with an irate customer who has spent a frustrating amount of time navigating a voicemail or automated system and is now connected with you?
TECHNIQUES USED
■ Assurances of Effort (1)
■ Apologize (2)
■ You’re Right! (3)
■ Offering Choices/Empowering (4)
■ Broken Record (5)
■ Refocus (6)
DIALOGUE
In this situation the customer is trying to get help with a computer problem he’s experiencing.He’s been through a number of “phone menus” and has been unable to reach a human or voicemail. (The mailbox is full.) He finally figures out how to speak to a live human being—you—and he’s exceedingly annoyed.
Customer: What the heck is wrong with you people? I’ve been going around and around in your voicemail system, and I haven’t even been able to leave a message so I can get some help. I should be able to contact you 9. When the Customer Has Been Through Voicemail Hell 70 without spending all my money on long-distance charges.
Employee: I am going to help you (1), and I apologize if you’ve had problems with our phone system (2).You’re right that this shouldn’t happen (3). Since you’ve already spent so much time on the phone, can I ask you a few questions so I can help (4, 6)?
Customer: Yeah, this shouldn’t happen! I need help and I need it right away, and I don’t deserve to be going around in circles.
Employee: You’re right (2, 5). I’m sure you want that help now, so let me ask you some questions. Are you calling about a technical problem with a computer (4, 6)?
Customer: Yes.
Employee: OK. If you give me the make and model number and the nature of the problem, I can transfer you directly to a live person who can help.
EXPLANATIONS
This interaction follows a tried-and-true pattern for dealing with irate customers. The first goal is to defuse the customer’s anger. Once the customer has calmed down a little bit, the employee moves the customer away from the secondary issue (frustration with the phone system) and back to the reason the customer called (technical problem).
The defusing process uses a succession of techniques, including assurances that the employee will help (1), anapology (2), and the “You’re Right!” technique (3).
As is often the case, the customer doesn’t respond immediately and constructively, so the employee uses the “Broken Record” technique (5).
Pay special attention to the use of the “Refocus” technique. “Refocus” (6) is used to first focus on the customer’s anger and then the reason he called. In this case, the employee uses questions for this purpose and asks for permission to help the customer (4, 6) (“Offer Choices/ Empowering”).
HINTS
When interacting with an angry customer, you almost always have to defuse (deal with the anger) before you can move on to why the person is calling (the initial issue). Angry people are not ready to problem-solve. Use defusing techniques first.
The “Refocus” technique is a key element for making the transition from focusing on anger to focusing on the needs of the customer. If a refocus statement or question doesn’t work initially, it can be repeated (“Broken Record”), using different words.
Needless to say, it’s essential that the customer not be returned to the “voicemail from hell” system only to repeat the frustrating experience. Take a paper message, arrange a follow-up callback manually, or do something besides sending the person back to the automated system.
See Also: 11. When a Customer Has Been “Buck-Passed,” 14. When a Customer Won’t Stop Talking on the Phone