No matter how clearly you explain a new procedure, some customers just won’t get it. But don’t be so quick to assume customers are to blame for this confusion. If you are receiving many of these calls, perhaps the problem isn’t with your customers, but with your company’s mailing. And, finding the source of the miscommunication and helping customers adjust can create loyalty from long-term customers.

Take a few minutes to read the information your company sent out carefully. If you don’t see any problems, seek an objective opinion from a colleague who doesn’t work with the order forms — or someone outside the organization. Is there any wording that customers could misconstrue? Is the information complete and accurate? Perhaps the mailing includes industry slang that may not be clear to all your customers.

Ask callers exactly what part of the mailing they found to be unclear. Chances are you’ll notice a trend and discover the source of the miscommunication. You should bring your findings to your supervisor’s attention.

Whatever caused the problem, it’s now your job to clear things up. Take your time when dealing with customers. Even though you’ve heard the same question 15 times this hour, remember that this is the first time each particular customer is hearing the information from you.

After you’ve explained the changes, you can reduce the likelihood of further problems by asking customers to repeat back what you’ve said in their own words.

For example: “I would like to be sure that I’ve explained this well. Could you repeat to me what we’ve discussed so I can be sure I didn’t leave anything out?”

Filed under: Customer Service Corner