• We will investigate this for you immediately.

• I will create a solution.

• Let’s make this charge go away.

• Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

• We will make this happen for you.

• I will personally take care of this for you.

In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my

Recently, Joy and I were invited to go to a local comedy club. It was one of those clubs where you eat dinner while listening to the comedians.

We had a very enjoyable evening with our hosts. The comedians were funny and the meals were delicious. The server gave us our check for the meals and, after perusing the bill, gave the waiter our credit card for payment. I noticed that the waiter went to all the tables he served at the same time and collected all the receipts and credit cards, cash, and payments at the same time. We were a little concerned that the payments would be applied to the wrong receipts. However, we assumed the best and assumed the server had an organized system for applying the payments to the right receipts.

We were wrong!

We checked our online account balance and saw that there was an incorrect charge of $75 in addition to the normal charge. Not only that, the overcharge resulted in this account being over the limit which resulted in an additional overlimit fee of $39. Suddenly, it was not so funny.

The following are five secrets to resolving a customer service situation and creating a great customer service experience:

1. Walk the Talk

   Joy telephoned the comedy club at 10:12 a.m. of the morning she found out about the overcharge. She was greeted by a voiced mail message that said, “No one is available to take your call after business hours. Please call back between the hours of 9 a.m. and 6 p.m. or leave a message.” That’s what she thought she did.

   If you promise to answer the phone between certain hours, then answer the phone between those hours. If you promise the customer a solution, additional information, etc., then make sure you deliver. Walk the talk and don’t offer anything less.

2. Listen with Empathy

   When Joy called back after leaving a message on the voicemail and not getting a response, she finally got someone on the phone. Joy explained the above overcharge situation and the customer service “expert” said, “Are you sure the charge is incorrect?” Wrong answer. This person had already judged/assumed the customer to be incorrect or incompetent. Along with this judgment, as Joy explained our situation, there was no response from the customer service person during the conversation. Empathy means putting yourself in the customer’s shoes and feeling the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that this customer service person could have said to show empathy are the following:

   • I appreciate your sharing this information…

   • I can understand how you could feel that way…

   • I can see how that would be an inconvenience…

   • Please tell me more…

3. Take Ownership and Apologize

   When Joy mentioned the $75 overcharge, the customer service person said that it was our bank’s fault although it was clear that the comedy club initiated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

   • We will investigate this for you immediately.

   • I will create a solution.

   • Let’s make this charge go away.

   • Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

   • We will make this happen for you.

   • I will personally take care of this for you.

   In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my

   Shredder Companies
   Shredder companies offer solutions to material destruction by manufacturing shredder equipments. Shredders tear out papers and such materials in the required sizes for disposal of materials. A.A. Low is credited as the designer of the first paper shredder in 1908. Adolph Ehinger popularized paper shredders among the public, with the introduction of a convenient paper shredder model in 1936. Now, a number of companies compete in the market with various shedder models. Some companies concentrate on the production of particular models such as electrical shredders. Most companies offer a wide range of product to choose from.Shredder companies offer an excellent choice of shredder products in different styles and capacities. Most companies provide shredders with all cutting mechanisms such as strip cut, crosscut, and confetti cut to meet the requi
   had an organized system for applying the payments to the right receipts.

   We were wrong!

   We checked our online account balance and saw that there was an incorrect charge of $75 in addition to the normal charge. Not only that, the overcharge resulted in this account being over the limit which resulted in an additional overlimit fee of $39. Suddenly, it was not so funny.

   The following are five secrets to resolving a customer service situation and creating a great customer service experience:

   1. Walk the Talk

      Joy telephoned the comedy club at 10:12 a.m. of the morning she found out about the overcharge. She was greeted by a voiced mail message that said, “No one is available to take your call after business hours. Please call back between the hours of 9 a.m. and 6 p.m. or leave a message.” That’s what she thought she did.

      If you promise to answer the phone between certain hours, then answer the phone between those hours. If you promise the customer a solution, additional information, etc., then make sure you deliver. Walk the talk and don’t offer anything less.

   2. Listen with Empathy

      When Joy called back after leaving a message on the voicemail and not getting a response, she finally got someone on the phone. Joy explained the above overcharge situation and the customer service “expert” said, “Are you sure the charge is incorrect?” Wrong answer. This person had already judged/assumed the customer to be incorrect or incompetent. Along with this judgment, as Joy explained our situation, there was no response from the customer service person during the conversation. Empathy means putting yourself in the customer’s shoes and feeling the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that this customer service person could have said to show empathy are the following:

      • I appreciate your sharing this information…

      • I can understand how you could feel that way…

      • I can see how that would be an inconvenience…

      • Please tell me more…

   3. Take Ownership and Apologize

      When Joy mentioned the $75 overcharge, the customer service person said that it was our bank’s fault although it was clear that the comedy club initiated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

      • We will investigate this for you immediately.

      • I will create a solution.

      • Let’s make this charge go away.

      • Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

      • We will make this happen for you.

      • I will personally take care of this for you.

      In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my

      Enterprise Mobility Applications
      Today, many corporations have large mobile workforces, in sales and field service roles. Frequently, these mobile workers have little or no remote access to core business applications of their organisation. Voice and paper are still the main communication method for these employees to communicate and interact with the corporate backend. An obvious example is a Salesperson, who has to make a voice call to the corporate office to enquire whether an item he is selling is in stock or not. Typically he would make this call in the middle of his sales negotiation with the prospect. If he manages to close the deal, he would manually fill up the order form, which he would either hand deliver to the corporate office at the end of his day or if the organisation is slightly tech savvy, he would fax it to the corporate office. The inefficiencies in this communica
      a message.” That’s what she thought she did.

      If you promise to answer the phone between certain hours, then answer the phone between those hours. If you promise the customer a solution, additional information, etc., then make sure you deliver. Walk the talk and don’t offer anything less.

   2. Listen with Empathy

      When Joy called back after leaving a message on the voicemail and not getting a response, she finally got someone on the phone. Joy explained the above overcharge situation and the customer service “expert” said, “Are you sure the charge is incorrect?” Wrong answer. This person had already judged/assumed the customer to be incorrect or incompetent. Along with this judgment, as Joy explained our situation, there was no response from the customer service person during the conversation. Empathy means putting yourself in the customer’s shoes and feeling the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that this customer service person could have said to show empathy are the following:

      • I appreciate your sharing this information…

      • I can understand how you could feel that way…

      • I can see how that would be an inconvenience…

      • Please tell me more…

   3. Take Ownership and Apologize

      When Joy mentioned the $75 overcharge, the customer service person said that it was our bank’s fault although it was clear that the comedy club initiated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

      • We will investigate this for you immediately.

      • I will create a solution.

      • Let’s make this charge go away.

      • Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

      • We will make this happen for you.

      • I will personally take care of this for you.

      In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my

      Telecommuting Job Idea: Resume Writer
      If you are a creative, but concise writer, then being a resume writer could be the perfect job for you. Many people have a good deal of job experience, but don’t know the best way to present it to a potential employer. With just the right polish and editing, their resume could put them at the top of the pile. While there are programs out there that can “help” write a resume, nothing beats the human touch. If you add helping with cover letters, you could have a business going in no time.Where to find a job as a resume writer: You could hang signs on college campuses. Students who are facing graduation and job hunting are always worried about writing a good resume. There are websites that offer resume services, so you could contact them and see if they hire freelance writers.Skills you need: You should be able to convey the crucial infor
      ng the conversation. Empathy means putting yourself in the customer’s shoes and feeling the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that this customer service person could have said to show empathy are the following:

      • I appreciate your sharing this information…

      • I can understand how you could feel that way…

      • I can see how that would be an inconvenience…

      • Please tell me more…

   3. Take Ownership and Apologize

      When Joy mentioned the $75 overcharge, the customer service person said that it was our bank’s fault although it was clear that the comedy club initiated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

      • We will investigate this for you immediately.

      • I will create a solution.

      • Let’s make this charge go away.

      • Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

      • We will make this happen for you.

      • I will personally take care of this for you.

      In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my

      Paycheck Calculators
      A paycheck calculator promises to relieve at least one part of a company’s payroll gripes. A paycheck calculator does the payroll computations, deductions and filing for any business.Paycheck calculators are to found online, and claim to be able to eliminate delays, save money and help companies to be in control of their payroll processing. Moreover, these online paycheck calculators provide highly advanced computational features that include the printing of paychecks. There are a variety of calculators, all offering a unique range of functions.The paycheck calculator calculates an individual’s net pay, which essentially amounts to earnings after taxes have been withheld. The hourly paycheck calculator calculates net pay based on diverse wage rates as they are entered. Yet another versatile paycheck computer can ascertain gross wage a
      ated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

      • We will investigate this for you immediately.

      • I will create a solution.

      • Let’s make this charge go away.

      • Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

      • We will make this happen for you.

      • I will personally take care of this for you.

      In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my name is (name of rep). I will personally investigate this for you immediately and correct this situation.”

      Taking ownership shows the customer that someone is in charge, that someone cares, and that someone can move to the end result that really counts…creating a solution for the customer.

   4. Create the Solution

      All your actions and communications with the customer must move to creating a solution. Joy asked the customer service person when the charge would be removed and the rep said, “I don’t know; I guess soon.” Does this answer move us closer to the final answer or solution? NO. It leaves the customer unsure about the solution and creates more anxiety and questions in the customer’s mind.

      Correct Way: All the rep needed to say was, “Thank you for asking. We will immediately initiate the removal of your charge today. The charge, along with any overdraft charges, will be removed from your bank within the next 48 hours.”

      Move towards creating a solution, create the solution, let the customer know what the solution is, get the customer’s approval and commitment on the solution, and act on the solution.

   5. Offer an Incentive to Come Back

      Remember, treat your customer every time as though it is the first time to impress that customer. You may only have one opportunity to impress that customer. To say the least, we were not impressed with our comedy club experience. Joy even mentioned in the beginning of the conversation that it was our first time at the club. There was no reaction from the customer service rep.

      Correct Way: “Ms. Fisher-Sykes, I am saddened to hear about this situation, especially since it is your first time at our establishment. We like to make each customer’s experience at our club a positive memorable one so that you want to come back again and again and tell others about our club. We want you to come back to our club. Here are two complimentary passes to our club so that you can come back at your earliest convenience.”

      If you can’t give the customer a monetary incentive, give the customer a perceived incentive. It could be a special call with advanced information on your establishment’s promotions or, in our case, it could be seating at the front table of the club to make us feel special.

   Apply these five customer service secrets, and your customers will laugh all the way back to your business, organization, and government agency.