A Few Good Tips

If you are looking for a position in the customer service industry, as a worker or supervisor, here are some industry tips that are good to understand and put into practice. Remember, as they say, it costs less to keep a customer than to find a new one, so your task is to assure your customers are well cared for, and kept satisfied with your services.

If you are in a position where you deal with people on the telephone, always sit up straight and smile when you take a call. You may be surprised just how much of a difference it makes to the person on the other end.

If you have a customer with an issue, be sure to listen attentively, and then repeat back the issue to them to assure you fully grasp and understand what they are saying. This helps them to know you are listening, and that you do understand the issue so as to better assist them with it. Many people would be inclined to say "ok, hold please," which comes across as more of being put off by the customer. Also, it is always a plus to use their name when talking to them. But be sure to ask them how they would like to be addressed (by first name or last name). Let them know they are a customer with a name, not just another issue.

Many companies have a typical script and dialog that people are trained in to answer most general questions. Know the script - but do NOT read the script. Customers hate when they get "canned" answers. Listen to the customer, understand the issue, and find an answer; do not simply read them the script response. Put it into your own words, and formulate it to directly respond to the issue at hand.

Do not "cop an attitude" with an angry customer. Be polite, and use key phrases like "I would be happy to help you with..." or It would be my pleasure to assist you in...." Representatives who "fight back" are of little use in the situation, and can be a sure fire way to push customers away.

Never promise more than you can actually deliver. It is always better to under promise, and then achieve more than promised. Be realistic with your promises. if you do not know the answer, it is fine to admit it and promise to find out and get back to them. Always follow through and get back to them in a timely manner, even if it is to tell them you are still working on it. Let them know something is happening with their issue and that they have not just been forgotten or shuffled away.

Always thank the customer when the conversation is over. And it is always a good idea to ask them if their is anything you can do better or different to make them more satisfied the next time. You may find excellent feedback that can help your company make more customers happy.

Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, mail order book store manager, and an avid musician who is active in two local bands. He is also a lover of books, having a large personal library and squeezes in as much reading as often as he can. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.