Not long ago, I received a phone call from a customer who was very frustrated that something hadn't gone the way she planned on her conference call. Her participants had been on mute, they were not able to speak, and she could not figure out how the conference had ended up in that setting. As she spoke, I ran through all of the possible things that could have caused the issue. By the time she was done telling me what happened I had a pretty good idea of what caused the issues on her conference call.
That didn't mean that I was about to take over the conversation and tell her exactly what I suspected. I have a very specific thought process when I'm problem solving with customers and always follow three basic rules.
Remember that the company is guilty until proven innocent. We frequently get calls from customers who have typed in the wrong code. This prevents them from joining their conference and they will call us to see what we can do to help. When we get one of those calls from customers, the first thing we check is within our own system. We check our side to make sure everything is good to go first. This kind of information will help us diagnose the problem the customer is having and we are the cause until we can find out otherwise.
Don't talk down to customers. Once we have determined that everything is okay from our side, it's time to ask the customer some more questions. It's an imperative part of problem solving, but the golden rule here is to not talk down to the customer. When one of our clients is having a problem, it's getting in the way of them conducting business, and they need our help, not a tone that would make a customer feel that I’m secretly saying "I told you so". It’s much more important that we offer solutions to the customer than to prove the customer wrong.
Don't blame the customer. This is a fine line with the customer because you, as the company representative, know that the system wasn't at fault and you're relieved, but it's important to remember that until you hang up the phone, you have to help the customer. It's important that I tell the customer how to prevent the same problem, and not what they should have done to not have a problem in the first place.
Problem solving with a customer can become a he said / she said event if you allow it. I've found that when it comes to a problem, most customers don't want to get upset, they just want you to tell them what is wrong and either fix it – or tell them how to fix it.
How do you approach problem solving with customers?