Good customer service is not rocket science. It is a blend of knowledge, proper phone etiquette, and genuine interest in the customer you are servicing.
Most companies provide training for their customer service reps and tools are usually provided via cheat sheets and/or computer programs that enable the customer service representative to perform more efficiently.
Keep in mind, when you are a customer service rep, you are representing the company you work for. A customer service rep that is rude, unknowledgeable, or uncaring regarding the callers' problem or situation reflects on the company they work for.
Important things to remember:
1. When initially listening to the customer complaint or concern, be sure and take down as much information as possible so when you go to research for an answer, you will have your notes to rely on to give the best possible answer.
2. Try to smile when you're speaking to your customer. Believe it or not, smiles can actually be felt over the phone.
3. If you are writing numbers such as account numbers, dates of birth, social security numbers, return phone numbers, etc., be sure and repeat those numbers back to the customer to confirm correctness.
4. If you have to transfer the call, make sure the call goes through before hanging up. It is really aggravating to be transferred and have the phone disconnect in the process. Give the caller the number you are transferring to so if this does happen, they will be able to call back.
5. Never eat while you are taking calls, not even candy. The person on the other end can hear you eating which is very annoying.
6. Try and keep your caller focused. Many times, customers will start talking about other things rather than their initial problem. You don't want to tie your phone up for a long period of time talking about irevelant subjects.
7. Only respond to your callers concerns. Do not volunteer additional information that was not initially requested.
8. Try never to cough in the phone. If you feel a cough or a sneeze coming on, cover your phone away from your mouth so you won't cough or sneeze in someone's ear.
9. If you have to research for an answer for your caller, make sure to repeat the return phone number back to the caller and give them an approximate time frame to expect an answer.
10. If you happen to get an argumentative irate customer, try and diffuse the anger. Do not argue back. If your caller continues to be argumentative and unreasonable, escalate the call to your superior.
To be the best in Customer Service, treat people the way you would like to be treated.
Michele Graham, CEO of Professional Healthcare Management, has over 25 years experience in customer service. For related information go to http://www.phmnetwork.com |
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