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Accuracy of Information in Customer Service

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Part of the video series: The Different Types of Customer Service

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Summary: Learn how to make sure the information provided is accurate in customer service situations with expert training tips in this free online customer service training video clip.

Views: 721 | Tags: training, service, types, good, skills, communication, customer, relations, employees

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About the Expert

Pamela Unruh Pamela Unruh has been working in the customer service industry for nearly 20 years. She has a great deal of experience on the subject and has been a corporate... read more

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Video Transcript

Accuracy of Information in Customer Service

Now we're going to discuss the types of customer service. I'm Pamela Unruh on behalf of Expert Village. Another factor to consider when you're dealing with your customer through a written communication is accuracy. Make sure whatever you put on that sheet of paper is exactly accurate. Now it's very important to remember anything that is written down, is a document. Can this be taken to court and used for you or against you? Yes it can, so whatever you say, it's there and it's preserved on this sheet of paper for all to see. I once worked at a call center where a customer called in and he came across as a tough or rude customer. When the call center representative made notes in the file about that customer, what he said was and I quote "this evil cow really ruined my day." Did the customer take that call center to court? Oh yes, she did and she had that written communication to back her up. So that one didn't go very well for that ex-employee of the call center or for the call center itself. But when you're talking with your customer and you're explaining facts, accuracy is very important. The company that I work with right now, we recently had to deal with an attorney who is representing a customer who falsely claimed that we were not servicing his equipment and there was a lot of things that he left out when he discussed this with the attorney. The most important thing is that he beat up our installer when he came out to his property, but because I had to put this down on documentation, I had to be very, very careful that the facts, the dates, and all the events were exactly correct. Now that was with an attorney of course, but if you're also dealing with just any customer, make sure that you have all of your facts completely right because they're going to call you on it and they're going to expect you to continue through with that.

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