5 Questions with Jeff Tucker

1. What is the first step in successfully dealing with a customer callback?

Listen to the customer. You need to be an active listener. Don’t interrupt, challenge, or dismiss the customer’s concerns. Assure the customer that you understand their needs and will respond appropriately. Don’t take what they say personally. Remember, you’re there to help.

2. After listening to the customer’s concerns, then what?

Clarify the concern. Make sure you understand exactly what the customer is concerned about. Restate the concern and allow the customer to add more explanation if necessary. You may need to ask for further clarification (for example, “Are there any other locations where you have seen ants?”). Make sure you understand fully why the customer is unhappy with the original service.

3. Now you have a clear idea about the customer’s specific concern, how do you begin to resolve it?

Explain the solution. Describe to the customer what you are going to do to resolve the issue. Examples can include identifying the pest, inspecting the areas of the customer’s concern, determining why the problem is continuing, and devising and applying a treatment to resolve the issue. Describe the steps you will take and when you will take them.

4. Now it’s time for action. How do you begin?

Do something! Perhaps the worst thing you can do is to show indifference toward the customer and the problem. Even if you are not sure what course of action to take, always begin with a thorough inspection. Remember that a problem well-stated or well-defined is a problem half-solved. Then, tell the customer what you discovered during your inspection to show that you are taking action.

5. How do you conclude a callback response?

Follow-up. Some remedial treatments may require a return visit; for example, rats or mice in attics, garages, or basements. Make sure you have the customer’s contact information so you follow-up on your visit. Leave your own contact details with the customer so they can reach you directly if they have further questions or if the problem is not resolved. With a follow-up contact, you earn the customer’s trust and improve their experience with your company.

By using these five questions when dealing with callbacks, you can avert negative situations with potentially unhappy situations and win customer loyalty with your outstanding service.