The Business Bulletin
What should you expect from great customer service?
You should never underestimate the importance of customer satisfaction. Excellent customer service encourages the clients to revisit your service or product as well as recommending you to their peers.
There are many factors contributing to your business’s success and customer gratification is a vital part. We’ve all spoken to “that” customer service advisor and practically ended up apologising for disturbing them due to their sullen, disinterested and sometimes rude manner. As a customer service advisor, the voice at the end of the phone – your client/customer – is a person. Each call is a different person with a different
Answer the phone with a smile
Avoid focusing on what can’t be done
No, they can’t see you but they CAN
appointment in a diary, if they are told
“hear” that smile. Have you noticed that when you are smiling you sit up straighter, your voice is clearer and you feel BETTER. And if you feel better your customer will feel good, cared for and will come off the phone with a positive feeling about the company.
and focus on what you can do. For example, somebody waiting for an “unfortunately, we do not have any appointments until next week” you have highlighted the delay until their appointment. Replace this with “yes, we have appointments, we can book you in next week”. Keep your language positive, helpful and supportive.
solution. If you are a customer service
Always use positive language
Match your client/ customer
advisor your job is to serve each
When you speak with a positive
If you have a quietly spoken, hesitant
customer in an individual way to the
tone even disappointing news can
customer calling you, you will frighten
best of your ability.
be received in a more positive way.
them off if you are loud, brash and
problem, wanting their own unique
32 | Issue 7 – Operations and Resources
