Mountains Out of QA Mole-Hills

I received the following question the other day:

CSRs are sharing with us they’re
receiving feedback from customers regarding continually asking the question,
"Is there anything else we can help with?".  Apparently, customers are asking
during the phone call, if this question is asked repeatedly, that we stop asking
the question
.

This is not an uncommon question and it’s rooted in two issues.

First, of course the customer is going to balk if the CSR robotically repeats the same phrase ("Is there anything else I can do for you?") over and over and over and over. If the QA team is mandating that the CSR must use the exact phrase over and over as long as the customer has more questions then you’re driving compliance at the expense of customer satisfaction.

Nevertheless, one-call resolution is a consistent key to driving customer satisfaction. If the customer has other questions or issues, you want to take care of them while you have the customer on the phone. The key is to make it conversational and vary the way you offer to help with other questions or needs:

CSR: Is there anything else I can help you with?
Customer: Well, I had a question…

CSR: Any other questions?

Customer: No, but let me just get this straight…

CSR: Okay, will that take care of it?

Customer: I think that does it…

CSR: Great! if anything else comes up, give us a call!

If you conversationally vary the way you make sure you’ve answered the caller’s questions, then you’ll typically do just fine.

The second root issue is that CSRs occasionally like to make a mountain out of a mole-hill. They may take a rare and exceptional situation (customers telling you that they don’t want you to offer to help with other needs is not a common occurrence), and expect that you make a rule ("we shouldn’t offer to help with other needs") based on the exception ("this one customer told me they didn’t like it").

Exceptional customers and exceptional situations should be handled as exceptions, and a good QA scale will make allowances for such occurrences. Successful QA programs apply fair expectations based on customer expectation and common sense.

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