THE DOS
AND
DON’TS
OF
GREAT CUSTOMER SERVICE
When someone says “customer service� memories of awful experiences begin to pop up in our minds. Giving good customer service isn’t impossible or necessarily hard; it just takes a little work. On the following pages we will go through all the great things that can be done and all the bad things that should be avoided when dealing with customers.
RULE ONE Make
your
customers
feel
special. Treat them well, and they will continue to patronize your business.
Don’t ever treat your customers unprofessionally
–
rudeness
and swear words should never be used.
As long as you are at work, you no longer represent yourself – you represent your company.
MAKING PROMISES
Never promise something that you or the company can’t deliver.
This one simple thing can ruin a company’s image very fast, especially in our internet-centric world. Simply tell your customer the truth, and if you don’t know how to help them refer to your manager.
GET FAMILIAR No one enjoys feeling like a walking, talking wallet. The more you know about your customers, the easier it is to help them. Treat each person as a person;
it all goes back to rule one – make everyone feel that you care and they will likely frequent your business in the future.
HELLO &
THANK
YOU
Simple niceties can mean the difference
between a loyal customer and someone who avoids your business. Welcoming people with a genuine “Hello,
how may I help you?” and leaving them with a sincere “Thank you for your business”
can
elevate
a
customer
interaction to an enjoyable experience,
instead of a mindless transaction.
THE FOLLOW THROUGH
On the same lines as only making promises you can keep – follow up when you say you are going to. Whether you are supposed to call them back, ship them a package, or retrieve information for them, do it by the time you said you would.
THE CUSTOMER CAN’T ALWAYS BE RIGHT
There is no excuse to be rude to a customer, but that doesn’t mean you have to deal with an abusive person. Some people will try to bully
you into doing something unethical, some people will be uncontrollably irate, and others will be irrational – with these people, the best thing you can do is bring in your manager or supervisor; they may have more resources to defuse the situation.
COMMON SENSE REMINDERS When interacting with a customer, the following may seem obvious but let’s list them. Don’t:
Do
Chew gum
Smile
Eat food
Be friendly
Talk on your phone
Listen carefully
Roll your eyes
Stay focused
Yawn
Keep good posture
CONTACT US For amazing telephone customer service rely on Personalized Communications to handle
Please visit us at: http://www.callcenteragency.com/
your business’s call center. or call us at: 1-800-606-9898 Personalized Communications has been
providing
great
customer
service for their customers since
1975. They offer full-range 24-hour inbound call center services, which can be customized for each business style.