Karen has become an internet meme this year. This term denotes an entitled, white female who thinks her time should take precedence over everyone else’s.
These women have become an embarrassment to many others and an annoyance. Learn how to keep entitled Karens away from your business with these six customer service tips.
1. Be Prepared
Customer service jobs present many unique challenges. You will be faced with situations outside your control and must act fast to resolve them; other times the issue might not be so straightforward and require taking more time explaining everything to customers.
One of the most challenging situations arises when customers disagree with your answer and attempt to dispute it. You need to remain calm yet firm at the same time.
Customers that constantly have complaints and need your assistance can be challenging when trying to work together, so problem-solving must become part of your routine if they wish for a positive customer experience.
Preparedness is key when it comes to customer satisfaction and answering their inquiries. Implementing a clear cancellation policy also protects both parties involved, showing your professionalism as a business owner.
These tips will not only help you avoid dealing with Karen every week, but will also make your job as a customer service rep easier and less stressful. Potential clients will appreciate seeing that you are an honest businessperson who stands up for his beliefs when needed – and ultimately they’ll thank you for keeping their experience positive with your company!
2. Have a Cancellation Policy in Place
Finding an ideal cancellation policy can make all the difference between lost sales and repeat business. Establishing an official or semiofficial policy to help make cancellation processes run more smoothly for both parties involved while decreasing paperwork burden later down the line. A good cancellation policy should include clear definitions and consequences of “no show”, with costs associated with canceling. Furthermore, in case of no show situations it should outline what should be done to provide refund or replacement services as soon as possible. Your policies should include customer service contact numbers in case they’re needed, as well as policy details to prevent miscommunication and ensure every client understands what’s expected of them. Finally, best practices from your team will guarantee transparency within your process so every client knows exactly what to expect of them.
3. Be Honest
Customers want someone they can talk with who can provide answers for them when they contact your company, which can build loyalty and reduce churn. Being open and honest is the best way to establish these bonds between parties and encourage customer retention.
Customers become upset when they sense they’re being mislead or that the individual addressing their query does not possess sufficient information to provide an answer that provides an accurate picture. This could create a negative association with the company.
As soon as a product has been delayed or will arrive later than promised, customers should be made aware as soon as possible so that they can plan accordingly.
The Karens are a stereotypical group of white middle-aged women known for being rude, rudely racist, and regularly complaining to store or restaurant managers about themselves or others. Additionally, they’re known to sport bad haircuts, sometimes getting into fights with police officers or customer service workers when confronted by these individuals.
Meme curators Riley Beek and Blake Bell have taken advantage of this growing trend by creating the Instagram page “karensgoingwild.” Their posts depict an assortment of problematic Karens ranging from those being tased by police officers outside gas stations to ones who claim that returned meat already contained one bite removed before it returned back for consumption.
4. Have a Contract in Place
If you work for an organization or agency, they may require you to sign a contract outlining the details of your duties and responsibilities. It is vital that this occurs so you understand exactly what is expected from you as it will help prevent any misunderstandings later on.
In 2014, the Supreme Court of Canada made it clear that parties to contracts owe an implied duty of honesty during negotiations. This means you should never lie or mislead your employer about the terms of an agreement.
The court stated that this requirement applies to all forms of contracts, not only employment contracts. Furthermore, they established that breaching of this duty may only occur when intentional attempts to mislead are made with intent to deceive another party are committed by one side.
Employees were pleased with this development as it strengthened their position under the law and increased protections under contract terms. This proved especially helpful when trying to negotiate changes with their employer that were unclear according to contract terms and agreements.
5. Be Polite
As part of providing excellent customer service, courtesy and courteousness play an integral role. It involves acknowledging their worth as customers while using an appropriate tone when communicating and showing understanding when solving issues they might face.
Eight out of ten customers report they’ve left a company because of poor customer service experiences, with being polite key in preventing these negative encounters from becoming routine. If team members are being rude with customers, it may be time to examine your internal culture.
If a customer calls with an inquiry, you might not have all of the answers immediately available to you. Therefore, it is crucial that before placing them on hold you obtain their permission for a quick check-in or reach out to a specialist for additional support.
An effective and courteous way of asking customers for assistance is to say, “Could you please…” This phrase shows your respect for their time and makes them feel as if their concerns matter to you.
Asserting that you’re willing to help them out even without all the information they require at this time will demonstrate your willingness to collaborate on getting what they require.
Similarly, when informing customers that a contract has ended on good terms, make sure it’s done so in writing so you can do it on good terms. Provide the reasons for why it is being terminated as well as an alternate contact method should they have any queries about why or when.
6. Be Clear
No matter who it is that you’re talking with, if it is employees or customers, being clear can make interactions much simpler as well as earning their trust and maintaining lasting relationships.
Some individuals tend to speak too quickly or in ways that seem harsh, making communication with others difficult. A general guideline would be to reduce speed by adding longer pauses between words and increasing volume slightly when communicating.
If you are communicating with someone with hearing impairment, such as tinnitus or hearing loss, this strategy can be particularly helpful. Furthermore, it may assist those living with dysarthria – an oral movement disorder which impacts tongue jaw throat movements – as they speak.
Another aspect of being clear with customers is keeping them updated on any issues or concerns they have. While it can be challenging to ascertain exactly what the source of an issue may be, it’s vitally important to keep them up-to-date and respond to their inquiries as quickly as possible.
Opening up communication lines during the holiday season can be especially helpful, when more visitors and staff members are visiting at once. Furthermore, it can show customers that you care for their happiness; but remembering each situation is unique requires you to remain flexible and adapt your approach as required.
