Utility Automation & Engineering T&D - Magic words utility CSRs should use with customers

Phoenix, AZ, June 16, 2008 -- Utility customers don't want to hear excuses from customer service representatives. They want to hear certain "magic words" that indicate their problem will be solved and that their business is appreciated.

"Customers don't want to hear excuses for poor service," says David Saxby, president of Measure-X, a company that specializes in helping utilities improve their customer service and sales. "They would much rather know how and when their problem will be fixed. If they have been inconvenienced, they want to know what the utility will do to make things right. Customers want CSRs to focus on outcomes, not obstacles."

How can I help? Before offering a solution or, even worse, guessing at what a customer needs, CSRs should first give the customer an opportunity to explain what they want in detail, Saxby says. "We all like to be heard," Saxby notes. "Give your customer the opportunity to be heard before jumping in with a solution."

I'd be happy to solve that problem. "Most customers are looking for a solution," Saxby says. "They want to know that you are on their side. For business-to-business customers, it's important that you show you are a 'partner' in their success."

Let me find the answer to that question. CSRs who don't have the answer to a customer's question should admit it, Saxby says. "Most customers don't expect someone to have all the answers," Saxby explains. "But they do expect a CSR to either find the answer or point them in the right direction. There is nothing more frustrating than to feel as if you have been brushed off."

Saxby also says CSRs should never guess at an answer. "You can damage your credibility, which can have far greater consequences than just admitting you don't have the answer," he says.

I will take ownership of your request. Oftentimes, some reassurance is all a customer needs to quell a difficult situation, Saxby says. "Tell your customer that you realize it's your responsibility to help them," Saxby suggests. "Confirm that you understand what the customer needs and that you will see the problem through with them to resolution."

I will keep you in the communication loop. "Keep customers informed," Saxby says. "Let them know the status of their situation, whether your news is good or bad or even if there is no news. It's important to stay in touch with your customer."

I will keep my promises. "Your customers need to know they can count on you," Saxby says. "If you give them a due date or promise a return phone call or response, honor your commitment. Better yet, under-promise and over-deliver."

I appreciate the opportunity to work with you. People recognize the difference between sincere and insincere expressions of appreciation, Saxby says. "Go beyond your words and demonstrate your appreciation through follow-up calls, hand-written thank-you notes or invitations to elicit your customer's honest feedback on their service experience."

These "magic words" can make a difference in the outcome of challenging situations, Saxby says. "They will have a positive impact on your customer's experience and you will feel good about your participation in that experience."

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