One of the most difficult things to do in life is to disappoint someone. But sometimes you simply have no choice – you can’t do everything and please everyone.
When it comes to customer service, disappointing customers is something that needs to be taught or you’ll end up in trouble. If you give in to every customer demand, you’ll end up hurting the bottom line and sometimes you’ll fall victim to fraud.
A few scenarios and how to handle them:
- A prospective customer wants you to waive a sign up fee: Your company occasionally provides discount or coupon codes that waive a sign up fee, but in general, you require customers to pay to join your club. Telling the potential customer that they have to pay is tough for a customer service agent to handle. Arming them with a good explanation makes it easier to teach them how to do it without feeling like they’ve failed. Real world example: try to get a free Costco membership.
- A current customer wants a discount on pricing: You might discount for some customers who do a significant volume of sales with you. Sometimes customers ask and they simply don’t qualify for a discount off the regular price. In this case, having some tangible guidelines for the customer service person helps to get them over the hump of saying no. Real world example: try to get a discount on a MacBook Air at the Apple Store.
- A customer wants a refund or wants you to cover their mistake or loss: If someone drops their brand new phone in the toilet a week after they get it, that’s a drag. But should you eat the cost of a new phone for them? No. But it’s natural for the customer service person to empathize with the customer and they will want to help them out and make it all better by providing a replacement phone for free. That replacement costs you real money. The solution is to have firm guidelines for replacement of damaged phones. Real world example: buy a new Ford, scrape the side pulling out of the dealership, and see what they say when you ask for a new one for free.
Take Emotion Out of the Equation
The common thread here in terms of helping the customer service agent disappoint the customer is to take the burden away from the agent and put it at the company level. When the customer service person is left to decide who to “help out” they will generally end up helping everyone. That’s likely not financially viable for the company.
Instead, take the decision away from the customer service person and give them the excuse they need to take their own guilt away when they are stuck disappointing a customer. Create firm guidelines for when to replace a product, or when to provide a discount and then don’t deviate from them. The customer service agent can still play the hero when the customer’s demand satisfies those guidelines, but when they don’t, the agent won’t be the one who is disappointing the customer and that will help them do what needs to be done in that situation.