by Ted Saul
In the last couple of weeks I’ve needed to make a number of calls to customer service departments and nearly every time during the conversation this phrase was heard, “Sorry my computer is slow”. This doesn’t sit well with someone who works for a major computer company and knows the capabilities of systems these days. But more importantly, it’s a poor reflection on the business I’ve called. Taking a look at how the “conversation gaps” are handled is good practice whether it is for customer service issues, taking orders or simply queries about your product or service.
First of all, hearing this statement multiple times starts to feel like an excuse for not being able to find the information needed. Perhaps they are covering up for a poor or antiquated application. If that be the case, the impression will be that the company either can’t afford or chooses not to invest enough capital into their IT department. Consistently claiming to be waiting on computer response may also indicate a representative’s lack of experience or even under training. The bottom line is that it feels like being put on hold.
So what are some better ways of handling that “uncomfortable pause” while waiting for data to be returned from the server?
- Turn the focus back to the customer and show interest in them. Ask how other aspects of their experience have been during this call and in the past. Even have a list of meaningful questions ready that representatives can use to fill in the time.
- Review the customer’s concern repeating back the reason for their call. The customer will know that agent understands the problem and is really listening.
- Show empathy using phrases such as “I’m sorry this is taking so long”, but don’t overdo it. A lack of sincerity can have more of a negative impact than saying nothing at all.
- As a last resort, put the customer on hold while making a commitment of when you will be back with them. Be sure to carry through on that promise.
Using these techniques can help negate the impact of delays caused by inefficient computers. From the technical standpoint, if your computer system is consistently slow consider taking these actions:
- Ensure all your software has been upgraded properly including applications and operating systems. Check your hardware for proper firmware levels. One action such as an addition of a new disk may require controller drivers upgraded.
- Perform review and analysis to see long it takes for keyboard response, disk reads and network transmissions to complete.
- Build upgrades into the budget. Don’t wait until systems are at a critical point before looking for the money to expand.
- Stay current – As your business grows so will your data center needs. Plan to use new technology for where your business is going, not where it is today.
Ted Saul provides business consulting that assists start-up and small business with organizational and planning needs. Ted holds an MBA from Regis University out of Denver Colorado and can be reached at t.saul@juno.com , teds787 on Twitter and on LinkedIn.