Clear, Quick Communications Supports Customer Service

Service Untitled takes a look at how organizations handle PR in relation to customer service.

Part 1 of Handling Customer Service Issues, describes the all too common ostrich approach companies use when someone complains about their experience online. Either through ignorance, or because they feel offended at having their faux pas written about, companies too often remain silent, instead of apologizing and reaching out to customers.

Part 2, urges companies to use plain language, speak honestly and provide useful information when making official statements.

Tips for companies:

• Try to use plain language (no complex words or terms, statements like “have agreed to disagree”, etc.).
• Make the statements longer if it is necessary to make it easier to understand. Being too brief may confuse people.
• Use enough pronouns to avoid sounding like a robot (i. e. Microsoft and Novell could say “we”), but don’t use too many.
• Never accuse a customer. They may be dead wrong in the situation, but never accuse them. If you have to say something like “We understand the customer’s concerns and frustrations, but we do believe the customer’s story may be exaggerated.”
• If you make a mistake, admit it.
• Tell what happened that caused the mistake.
• Tell what you did to fix the mistake.
• Tell the readers what you are doing to prevent the mistake from happening.
• Be honest.

I came across Service Untitled when someone I work with mentioned they author it. As an often cranky customer who can’t believe the inability of some companies and employees to provide decent service before and after a sale, I’ve added it to my subscribe list.

Tags: customer service, public relations, communications, clarity, etiquette, business, retail