Recently, news channels reported that in Chicago and all over the country, computer systems at Target stores stopped working. A Sun Times reporter shared, “People reported waiting in line for more than 45 minutes before giving up altogether. During the downtime in Chicago, the lines grew… shoppers took to social media to warn others and share a laugh.” 
At your local customer service office or call center, you may have experienced something similar. A customer calls in, you try to look up the account or address and realize the system is down. Panic sets in. Here are some common responses we have heard along the way.
1. I can’t help you. I am having computer issues.
2. Our computers are down. You will have to call back.
3. These darn computers!
4. Let me take your information and call you back when we are back up. I don’t know how long that will be.

Our goal should be that a customer never knows when we are experiencing computer problems. A Customer Care back-up plan will eliminate stress from your customer service team and pave the way for seamless customer service. Scripts play an important role. Here are some tips to help you and your team to prepare for an inevitable system problem.
Sales Opportunities
Tooty designs scripts that will help anyone navigate a new customer opportunity.  Partner the scripts with a pricing sheet and you should be able to help this new customer from start to finish. Talk through the “what ifs” with your team (customer service and sales). What if I am not sure if we service the address? What if I am not sure of a delivery date?
Service Issues
Most customer service representatives have memorized some form of a script which would include asking the basics of name, address and phone number.  They are trained to update the customer contact information, do an assessment and provide a solution. A hard copy script needs to be used when there are system issues which means a C.S.R. writes on the script instead of a notepad. Then, when C.S.R.s need to get into the account and create a note or work order, they are not trying to decipher what was written on scratch paper. In the trucking industry, for example, good communication between dispatch and customer service is critical during these times. It does help to have a white board in customer service with information on route status which is updated throughout the day. A quick glance at the white board will allow a C.S.R. to provide a quick solution or answer.

Train your employees to provide great customer service during computer system failures.  Role-playing with the scripts, pricing tools, maps and any other manual tool you use will give everyone confidence and really sharpen their customer service skills. The customer will notice.

Abraham Lincoln is believed to have said, “If I had 8 hours to chop down a tree, I’d spend 6 sharpening my ax.” Preparation is key.

For more information on Tooty Training ™, scripting and secret shopper programs contact Lori Miller-708-478-5772.