I spoke to two customer service associates today from H&M.
I wanted to share what I observed as it might help people.
The first was a female associate and then a male associate.
I don’t remember their names hence I’m referring to them as this.
Anyway.
….
Both of them gave me the same resolution and said the same things but the resolution by the male associate was satisfactory.
Because,
- The female associate over apologized and prefixed each sentence with “sorry ma’am” even though her tone and words didn’t suggest the same.
- When I asked to speak to the manager she started giving excuses and saying contradictory things.
- When I asked for a confirmation email, she repeated the same things over and over again and ended the call saying she gave a resolution.
- She even used the right words like “definitely”.
Even though she gave a resolution it was not satisfactory.
…
Where as the male associate did the same thing effortlessly.
- He did not over apologize.
- He did not give contradictory statements about the manager.
- He validated my feelings which was the best thing that he did and calmed my anxiety. It was his power move.
- He was clear, concise and confident with his words.
- He sounded professional and the conversation went in a flow like water.
He gave the same resolution but it was satisfactory.
….
Why I’m speaking about this is because I feel what happens in customer service needs to change and has scope for improvement.
I don’t call the customer service to speak to robots who repeat things written on their computer screen.
And say “sorry” and “I understand” without meaning it even a bit with a dead pan voice.
I call them to speak to a human being.
They should be able to empathize, put the customer first, deep dive into the problem and give a solution and validate our emotions.
And also things which might be required.
rachana rajan <3 