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A customer is complaining about bad connectivity ,about dropped calls. The customer has to call the same person again and again . it is frustrating and also expensive as it is an international call. As a CSR(customer service rep) what you would advice . Do a power drain. Which removes the static electricity. The customer should not make the call while using the underground railway , the train is passing inside a tunnel. Should the customer be advised to come down if the customer is calling from the40th floor of a building or very high place. Due to weak signal strength the call gets disconnected. Do you call back the customer . There is a huge call volume and you are asked to pick up a fresh call. What do you do ?
On customer service job every customer is important my advise to customer to wait for some time until the network clear or best option to communicate with emails or sms messages
Firstly, i will politely empathise with the customer over the issue.
Secondly, i will find out his/her location and quickly run a check if there is update from network group or quality assurance about any network challenges within that axis. If there is an official mail to such issue, i will further empathise with the customer and inform the caller of the on-going issue as well as the on-going plan my the network provider to address the issue.
But where there is no official mail regarding network flauations and drop calls from that location and it appears that the case is peculiar to the caller alone, i will further advise he/she to run a check on the phone (turn off phone, remove battery and re-insert). If done and problem still persist, i will advise caller to try to make the call from another phone as that might address the issue, if it is phone fault. But if the caller says he/she has done that but problem still lingers, i will further show empathy and collect the caller's details (name, telephone number, location, statement of issue, duration of issue and alternative number that he/she could be reached) and then send to the escalation department for further assistance.
Also, do a follow up on the issue and update the customer of any resolution eventually arrived at.
I am going to take some rest , leaving problems and trying to focus to make call.
My customer is number one at my work ...
first of all i will ask the customer to give me another number to contact him on to make some steps on his phone if there is no ather number i will tell him all the steps and tell him that i will recall him to check..
1- first he will try another handset..
2- make manuwal search fro the network and choose any other operator and get back to his network and change the network selction to automatic then restart his mobile.. If not i will check his location if it is a black spot or there is a global peroblem there.. And i will ask his if there is any other number from the same opertaor facing the same problem at the location ... And for the first step i will ask the customer to visit his nearst shop to change the sim and if the problem still not solved i will make a complain for him
the complain is the final step to avoid wast the customer time for solving his problem althought it can be solve by some steps..
Be polite and calmly explain him that this is a very common issue due to communication service provider, however we could suggest you to please follow ..................
Remember each customer is equally important. Call back the customer to ensure he is satisfied.
Apologies even if this is NOT within our customer service range.
Should the customer be advised to come down if the customer is calling from the40th floor of a building or very high place.
Remind the client until he answers.
cutomer is very valuable for my business .so i will wait to clear network and call him in first priferance.always provide my another no and try to contact with social networking side.
