Just as TMI, or Too Much Information, can be a problem in one’s personal life, it can also be a problem in the service center.
In The Customer Service Revolution, author John DiJulius reminds readers to avoid “oversharing” with customers. He notes that all frontline reps are guilty of oversharing at one time or another, especially when there is a problem or a service failure. It’s natural to want to explain why a problem occurred, instead says DiJulius, focus on making things right.
“The customer does not need to know how and why it happened or even that it almost happened,” he says. The customer just wants what the customer was expecting.
More practical tips for service professionals appear in the August issue of Customer Communicator newsletter.