What is Customer Service?.doc

Responding to frustrated/difficult customers 12.06

Our goal is to satisfy the customer. For a variety of reasons, usually totally unrelated to an advisor's ability to assist the customer, an advisor is occasionally unable to achieve our goal. Remember you can always offer to have another advisor call if you believe the customer is reacting poorly to your recommendations. We do try to resolve contacts with 'one touch', but satisfying the customer is the over-riding goal. If you can tell a contact is headed down this road, especially if it is turning into a long call, offer to have another advisor call.

If the customer has a great deal of chaos or noise going on in the background, feel free to ask if we could call at a better time. Trying to talk to a customer while they can't listen will not result in a satisfied customer.

Staying on Topic

Staying on topic, time on calls - Be careful to not give the customer/potential customer the impression that we don't have time for them. Never verbalize "time" constraint. Same respectful treatment for potential customers (or those who will buy used) as for existing. Review suggestions for how to wrap up a call that has gone off on a tangent:

  • suggest the customer review the catalog or consider what we've discussed and call/email again with any further questions
  • bring discussion back to topic at hand..."You were asking about..." Refocus, repeat back what the customer said
  • if clueless try to give the big picture overview and suggest getting/reviewing the catalog with the offer of further contact later
  • cease to provide feedback

Email Tips

Take care to ensure that they have clear paragraph breaks so that the customer can read your response easily. Try not to use too many short paragraphs in your response, as this can appear choppy. Phrase your comments in such a way as to indicate that my opinion comes from experience in teaching the program materials--or from whatever source--and encourage them to check the forums as well, but I try to at least give the sender something to start with. Your experience is as valuable here as it is in the booth when displaying at a convention. Learn to refer the clients to the website as much as possible. The appropriate referral points can be found as you check through your SCA intranet. This intranet is intended to be our sourcebook. I say, "For more insight on ..... here is a link that you might find helpful." Then I put a link or two to the SL website's appropriate area.

What to say to clients when you know things are going to change

Subject: what to tell a client when you know the information is about to change

What follows is my opinion, colored by MANY conversations with Sonlight personnel. I have struggled long and hard with this issue myself, so I understand how difficult this can be.

There will be lots of times that we (especially as SCA's) have information that is not for public release. At those times it can be difficult to respond to a client who is asking a specific question, when you know the answer will change within a few days.

However, just because we have received some information that is not yet for public release, that doesn't mean that info will ever be released! Remember the concrete with no water thing? The reason they haven't released it is because it isn't set in stone yet. When it is, then they release it publicly. Until info is released publicly we MUST respond with the current public info. SL hired you because YOU are the experts. If you have information to provide, do so.

Let me give you an example... we knew year 8 wouldn't be ready when the b/o page said it would. But, if a customer asked we were to give them the public info - even though you knew that it was probably going to change. For us to do the job SL has asked us to do, we must respond with confidence, trusting SL will do what they say, or at the very least make it right if they can't.

HOWEVER... having the private info can help you 'guide' the customer. If you look at it that way, you can use the info without letting it frustrate you! [For example, if you think some new product in the soon to be released catalog would be beneficial for this client, you might let them know a new catalog will be out soon and they will want to check out the new products for something that might be of benefit in their situation. You can say things that hedge the answer while still sounding confident. I know it is a fine line to walk, but, over time, you'll all become experts!

Encouraging Words

"Children are the largest investment you'll ever make, they're worth it."

"It takes as long as it takes to get it right. Take the time." (Reading, or math concepts)

"It doesn't matter where they're supposed to be, start where they are." (In reference to skill levels)

"When we get our box of books, everyone's lined up to take off with some, including my dh."

"It's okay to take a break and come back tomorrow. Schoolwork is like dishes, it'll wait for you."

use short, personal examples of struggle and result. My oldest dd struggling to read until 10 1/2 before SL, then after using SL she was reading Shakespeare by choice at 14, has encouraged a number of moms.

"Anything worthwhile is usually not easy."

"Sacrifice is worth the results."

"Envision your ultimate goal for your family. If you think homeschooling will help you get there, then cling to that goal, pray for wisdom, and do the best you can with God's help."

"Homeschooling is kind of like faith, it isn't easy. It takes a daily committment but the rewards are far reaching and eternal. You just have to live it out-- day by day, step by step."