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 Customer Communicator, the training and motivation newsletter for frontline reps, service expert 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 they were expecting.
More practical tips for service professionals appear each month in Customer Communicator newsletter.