Is Your Poor Service Creating "Monster Customers?"

I had a customer experience yesterday that reminded me of two messages I try to bring to managers of customer service staff:

1. Much of the job stress that comes from dealing with difficult customers is actually created by the customer service professional themselves. They inadvertently create stress for themselves because they A) interact with customers in ways that create frustration and anger and B) don’t know how to respond effectively to upset customers, thereby turning them into outraged customers.
2. When you help your customer service reps develop their people skills, you not only help them provide better service, you also reduce their stress level, emotional wear and tear, and ultimately their turnover rate.

Here’s what happened…

I had already called my cable company earlier in the day about my digital phone service and internet access repeatedly cutting out on me. While this is annoying in general, when it happens during business calls, interviews and webinars, it is even more concerning. Without going into a lot of detail about THAT call, it was not totally satisfactory, but it was not infuriating. He suggested I try a new cable modem before they sent out a technician.

One hour later, during a business call, my phone cut out again.

I called the cable company after my conference call. After navigating the multi-step voice mail labyrinth, followed by a fifteen minute wait, I was greeted by a rep named Vicky.

She possessed the kind of harsh, hard voice that immediately starts the conversation off on the wrong foot.

Although the voice recognition system had already asked me for my phone number, I guess that didn’t make a difference because she asked me for my telephone number. After reviewing my account, she asked me for an update.

When I explained that the problem had happened again soon after my conversation with the previous rep, she asked:

"Do you have wireless?"

"Yes I do," I replied.

Vicky then asked: "Have you tried plugging your computer directly into the cable modem?"

Now…I was puzzled by this request. I had mentioned that my phone was getting disconnected, that it wasn’t just an internet problem.

"I’m confused about why I would do that. How is that going to affect the phone cutting out?" I asked.

"Why wouldn’t it?" she retorted in her hard voice.

Without thinking, I shouted something like: "Don’t ask me. I’m asking you! You’re supposed to be the expert helping me!"

It was one of those weird "Was I just possessed?" moments when you catch yourself reacting in a way that is totally out of character. I’m not a yeller and I always try to be polite. But…the cumulative frustration of the inhospitable voice mail tree, long wait, an unpleasant sounding rep, and then this kind of in-your-face response, pushed me over the edge.

I asked to talk with her supervisor and ended up back in the voice mail tree. Having enough of the cable company for one day, I hung up and will try to reach a supervisor today, if…I don’t get put on hold forever.

So…here are some takeaways:

1. Help your customer service reps become more mindful of their voice tone, word choice, and overall presentational style.
   
2. Explore with them their own experiences as customers when they went from mildly frustrated to ballistic because of how the customer service person treated them. This will increase their sensitivity to YOUR customers.
   
3. Discuss how investing time and effort into development even better interpersonal skills will not only help them give even better customer service, it will make their jobs more enjoyable and leave them feeling less stressed.
   
4. Make sure you do your part to get them the training and coaching they need.