Well-known and Undiscovered Tips for Good Customer Service
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Well-known and Undiscovered Tips for Good Customer Service September 30, 2009
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Transcript of Well-known and Undiscovered Tips for Good Customer Service
Well-known and Undiscovered Tips for Good Customer Service
September 30, 2009
• Human Resources• Preparation• Communication• Handling Concerns and Complaints
Agenda
• Customer Service is everyone’s job.• Keep all employees informed.
– What new products/services are you offering?– When will they be available? – What kind of advertising will be taking place?– What are the hot topics people might call
about?
Human Resources
• Good quality customer service begins with you.
– Set a good example (no “do as I say not as I do”)– Teach others about good customer service in
your daily interactions. – Don’t pass the buck, customer service is
everyone’s job– Make eye contact and smile at co-workers you
are talking to.– Address a person by name whenever possible
and appropriate.
Human Resources
• Put yourself in your customers shoes• Ask yourself questions
– “Do our customers like what we're doing?”– “Would our customers like this type of promotion?”– “What would our customers think about this?”– “Is this fair to our customers?”– “How can we serve our customers better or differently?”
• Study your competition’s customer service• Always be thinking of ways to exceed customers
expectations.
Preparation
• Study your competition’s customer service• Always be thinking of ways to exceed
customers expectations. • Develop a script or outline for responses to
frequently asked questions.
Preparation
• Watch Your Tone--Wrong tone can completely throw off your meaning
• Avoid the use of slang or acronyms• Speak Steady and Project: No mumbling!• Don’t just speak, listen. Take genuine
interest in your customer and take time to listen to them to find real need.
Communication
• Anticipate Your Customers Needs--Think what other things your customer might want or need to achieve their goal and suggest them.
• Don’t be a know-it-all• Ask for the customers name and phone
number so you can call back if disconnected.
Communication
• Ask if there is anything else you can help with while they are on the phone.
• Make sure all concerns are addressed before hanging up.
• Have An Attitude of Gratitude--Thank your customer for contacting or choosing you to do business with.
Communication
• Encourage complaints—well handled complaints leads to trust and loyalty.
• Encourage customer pickiness—picky customers force you to achieve a high level of achievement.
• Don’t make excuses or blame others, simply resolve the issue.
Handling Concerns & Complaints
• Pay attention to product returns or requests for refunds
– Product was faulty– Marketing misrepresented product or service
• Be patient and compassionate. Customer called looking for help, not for attitude.
• Know what you can offer to solve problem– Refund– New product– Discount due to complaint
Handling Concerns & Complaints
