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Ten Ways To Offer Better Customer Service
Today's savvy customers not only want excellent service, they often expect it. Customer service was the main quality focus of growth and improvement for companies in the last few decades, which is why many now expect it.
By: Shirley Fine Lee
Today's savvy customers not only want excellent service, they often expect it. Customer service was the main quality focus of growth and improvement for companies in the last few decades, which is why many now expect it.
By: Shirley Fine Lee
Companies can lose customers over bad customer service and may retain customers who feel treated respectfully. How well customer service works depends greatly on the attitude and training of company human resources, even those not in the service areas. Below are a few ways everyone can improve their customer service skills and attitudes.
1.Always smile when speaking with the customer, whether in person or on the phone. Smiling lifts your attitude and the positive ness can be heard in your voice.
2.Greet customers by saying hello, giving them your name, and asking them how you can help.
3.Whenever possible, be empathetic. Let the customer know you understand their feelings and want to be of help in solving their problem.
4.Be sure to ask for their name so you can call them by it when responding. This makes the conversation seem more one-on-one friendly rather than combative. If you are on the phone, get their phone number too in case you become disconnected or need to do research. With their phone number, you can call them back if necessary.
5.If you must put a phone customer on hold or your computers are down, let them know how long the hold or downtime might be. If it will be more than a couple of minutes, you should give them the option of holding or having you calling them back when you have completed your research or when the computers come back up. The customer may choose to call you back, but never tell them that is what they must do. Be sure to call them back in the stated timeframe even if it is only to say you still do not have an answer. Lack of communication is often more frustrating for a customer than having to wait a little longer for results.
6.If the customer is angry or determined to complain, stay calm and don't take their criticism personally. Ask questions so you can get to the root of the problem or issue. However, do consider their criticism as suggestions for future improvement of your company processes and services.
7.If you do not have an answer for the customer, do not make something up. Instead find someone who can give you the correct answer. Customers don't like being lied to or patronized.
Page 2
Shirley Fine Lee, author of "R.A!R.A! A Meeting Wizard's Approach", has worked as a training and development specialist since 1986, and an independent consultant since 2000. She has extensive experience, helping organizations with their team building, training development, meeting facilitation, presentation delivery, and other communication needs. This work involves developing productivity tools, presenting workshops, and writing. For instance, she has authored numerous training manuals and guides, on a wide variety of topics. Her programs include time management, getting organized, problem solving, and team building. Find out more about her and options she provides on her website www.shirleyfinelee.com.
1.Always smile when speaking with the customer, whether in person or on the phone. Smiling lifts your attitude and the positive ness can be heard in your voice.
2.Greet customers by saying hello, giving them your name, and asking them how you can help.
3.Whenever possible, be empathetic. Let the customer know you understand their feelings and want to be of help in solving their problem.
4.Be sure to ask for their name so you can call them by it when responding. This makes the conversation seem more one-on-one friendly rather than combative. If you are on the phone, get their phone number too in case you become disconnected or need to do research. With their phone number, you can call them back if necessary.
5.If you must put a phone customer on hold or your computers are down, let them know how long the hold or downtime might be. If it will be more than a couple of minutes, you should give them the option of holding or having you calling them back when you have completed your research or when the computers come back up. The customer may choose to call you back, but never tell them that is what they must do. Be sure to call them back in the stated timeframe even if it is only to say you still do not have an answer. Lack of communication is often more frustrating for a customer than having to wait a little longer for results.
6.If the customer is angry or determined to complain, stay calm and don't take their criticism personally. Ask questions so you can get to the root of the problem or issue. However, do consider their criticism as suggestions for future improvement of your company processes and services.
7.If you do not have an answer for the customer, do not make something up. Instead find someone who can give you the correct answer. Customers don't like being lied to or patronized.
Page 2
Shirley Fine Lee, author of "R.A!R.A! A Meeting Wizard's Approach", has worked as a training and development specialist since 1986, and an independent consultant since 2000. She has extensive experience, helping organizations with their team building, training development, meeting facilitation, presentation delivery, and other communication needs. This work involves developing productivity tools, presenting workshops, and writing. For instance, she has authored numerous training manuals and guides, on a wide variety of topics. Her programs include time management, getting organized, problem solving, and team building. Find out more about her and options she provides on her website www.shirleyfinelee.com.