The 3 B’s of Poor Customer Service

OABPO Blog Team Published on October 22, 2014 Last updated on January 15, 2022

It’s an established notion that for customer service to be deemed successful, the business must be able to deliver what the customer requires.

customer service agent stressed worried looking away

This is why first-contact resolution and other results-based metrics are strictly prioritized by Philippine call centers and customer care units of most companies.

Problems should indeed be countered with an effective fix, and most of the time, how the representatives handle the case plays a big part in the solution. The choice of words and the way they are delivered are indeed crucial in quelling anger and frustration.

Even in hopeless situations where there’s nothing that can be done to completely repair the damage, complainants still end up satisfied with how companies faced their concerns. An apologetic tone and a positive vocabulary can go a long way in customer service.

On the flip side, there are words and attitudes that spell out bad customer care, which can be summarized into the following.

              

  1. Blaming

    customer service agent hiding behind call center office chair

    Blaming means that you’re finding excuses for why you can’t do something and also reflects an aversion to responsibility.

    While explaining what caused a problem is part of giving an answer, customers don’t really care much about who they should point their fingers at. They brought the case to you in hopes of getting a solution, not to find out who to blame. So, even if you’re not at fault, the problem is already yours to solve.

    For the customers, the point of customer service is for you to fix their issue and not to divert their anger to the power company where the outage started, the courier that got delayed, and most especially, to their own misuse of the product. Therefore, you should show them more of how much you want to take action instead of how little you care about an issue.
              

  2.           

  3. Busy

    customer service agent looking dubious confused

    Saying that your team is too busy could mean several things; and for customers, they all sound bad. Being busy means that they have to wait before they get their issues resolved. Ultimately, being busy and unavailable tells your customers that they are not prioritized.

    There are also many ways to avoid giving callers these impressions. For one, you could provide multichannel customer service by having web-based tools. Reviewing your staffing and scheduling systems could also help find out if you have enough people during hours when call volume peaks or if you assign the right agents for both minor and complicated tickets.
              

  4.           

  5. Buts

    dubious customer service agent looking at agent profile on computer

    Like blaming, saying “but” removes hope and any positive thing you said prior to saying this word.

    “We can process your order, but it will take a while.”

    “We have a branch near your location, but it won’t open until 8:00 AM”

    See how it cancels out the positive answer and immediately turns it into a “no?”

    Avoid displaying incapacity by only saying absolute statements about what you can possibly do. So to rephrase the no statements above, say “We can definitely process your order in five minutes,” or “Our branch near your location will open at exactly 8:00 AM.”
              

We’re not really saying that these words and answers should be avoided at all costs. What you can do is find a better way of explaining the situation to keep your customer service unit from gaining labels of inadequacy, incapability, and inaccessibility. Always go for the positive, empathetic tone and attitude when solving customer concerns.

These big no-nos in customer service can be avoided by having a well-trained support team that projects empathy and technical know-how for your brand. You can outsource this responsibility to a trusted firm like Open Access BPO and rest assured your customer satisfaction metric will always look good.

Contact us today and let’s begin your outsourcing journey.

 

Read More

Join us on facebook
Open Access BPO 13 hours ago
With multilingual support comes multiple business growth opportunities.
The best way to get aboard the globalization train is to partner with a multilingual #CallCenter: https://buff.ly/3VLIouJ

----------
Open Access BPO's services support over 30 languages and 24/7 coverage for global business.

Contact us today: https://buff.ly/3VLG2fp

#WeSpeakYourLanguage
#MultilingualCallCenter
Open Access BPO 14 hours ago
𝗦𝗺𝗮𝗹𝗹 𝗴𝗲𝘀𝘁𝘂𝗿𝗲𝘀, 𝗯𝗶𝗴 𝗶𝗺𝗽𝗮𝗰𝘁: 𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 𝗶𝗻 𝘁𝗵𝗲 𝗰𝗮𝗹𝗹 𝗰𝗲𝗻𝘁𝗲𝗿!

Every interaction in #CustomerService matters! From tiny details to grand gestures, your #CallCenter agents can make a difference.

We've compiled 10 easy-to-implement gestures to strengthen customer relationships: https://buff.ly/4exoUSi

----------
Want to elevate your #CustomerExperience even further?

Outsource to Open Access BPO, your trusted 24/7 multilingual partner!
𝐆𝐞𝐭 𝐬𝐭𝐚𝐫𝐭𝐞𝐝 𝐭𝐨𝐝𝐚𝐲: https://buff.ly/3VM9hin

#WeSpeakYourLanguage
#outsourcing #CX #CSat
#CustomerSatisfaction
Open Access BPO 16 hours ago
𝗦𝗺𝗮𝗹𝗹 𝗴𝗲𝘀𝘁𝘂𝗿𝗲𝘀, 𝗯𝗶𝗴 𝗶𝗺𝗽𝗮𝗰𝘁: 𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 𝗶𝗻 𝘁𝗵𝗲 𝗰𝗮𝗹𝗹 𝗰𝗲𝗻𝘁𝗲𝗿!

Every interaction in #CustomerService matters! From tiny details to grand gestures, your #CallCenter agents can make a difference.

We've compiled 10 easy-to-implement gestures to strengthen customer relationships: https://buff.ly/3z9tfe0

----------
Want to elevate your #CustomerExperience even further?

Outsource to Open Access BPO, your trusted 24/7 multilingual partner!
𝐆𝐞𝐭 𝐬𝐭𝐚𝐫𝐭𝐞𝐝 𝐭𝐨𝐝𝐚𝐲: https://buff.ly/4b9srmE

#WeSpeakYourLanguage
#outsourcing #CX #CSat
#CustomerSatisfaction
Open Access BPO Yesterday
𝗙𝗮𝗶𝗹𝗶𝗻𝗴 𝘁𝗼 𝗻𝘂𝗿𝘁𝘂𝗿𝗲 𝗲𝘅𝗶𝘀𝘁𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 𝗶𝘀 𝗮 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗺𝗶𝘀𝘀𝘁𝗲𝗽 𝗳𝗼𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀.

Focusing solely on acquiring new customers can lead to missed sales opportunities from your established base.

Here are the 4 types of high-value customers (and some tips to help you cultivate better relationships with them): https://buff.ly/4bcP8q2

----------
Language barriers costing you customers?
Elevate your #CustomerExperience with 24/7 multilingual support.

Let's set up yours today. Contact us now: https://buff.ly/3KPukKu

#WeSpeakYourLanguage
#CustomerService #CX
#CSat #CustomerSupport
#CustomerSatisfaction
Open Access BPO Yesterday
Customers trust agents who sound confident, knowledgeable, and clear.

Empower your #CustomerExperience team to deliver exceptional service by AVOIDING these overused expressions: https://buff.ly/3XrJ9KH

----------
For exceptional #CustomerSupport delivered by a trusted #CX expert, contact us today: https://buff.ly/3Vpu4Hb

#WeSpeakYourLanguage
#CustomerService #CSAT
#outsourcing #CustomerSatisfaction
Open Access BPO 2 days ago
While #CustomerExperience is often a top priority, employee satisfaction can sometimes be overlooked.

However, happy employees are essential for delivering exceptional service and building #CustomerLoyalty.

Ready to unlock the power of employee satisfaction for your business? Get started with our blog post: https://buff.ly/3VEBUxV

----------
An empowered workforce leads to revolutionary #CustomerSupport.
Outsource to us now and let our team upgrade your #CX: https://buff.ly/3KHestt

#WeSpeakYourLanguage
#EmployeeManagement #EmployeeEngagement
#CompanyCulture #WorkLifeBalance
#EmployeeExperience
Open Access BPO