What is customer service? - Part 2
Written by Maggie, Account Manager
In our last blog, we discussed customer service skills and how to improve them. Of course, not all customers are available, you need the ability to handle roles who are upset, angry or disappointed.
Allow them to have their say without interrupting. Try to diffuse the situation and don’t take it personally. Always apologise and try to reassure them. Establish what the problem is and if it is within your remit put it right. If not, explain what you will need to do next and if you don’t know the answer, say so. Do not lie or make false promises. There is no professionalism in that. If the call needs to be transferred it is important that you say what you are doing and why.
It is equally important that the next department is given all the information before the transfer is made to relieve the customer from explaining everything again.
If the line is engaged, never drop the customer on that line unless they have agreed to it. Should they decide not to, offer a
An unhappy client can give you very bad press, but a happy customer will talk about you. Word of mouth is a very powerful marketing tool, excellent customer service wins and retains loyal clients, people who are the
Posted at 8.54am on 30 May 2018 by Neelam Nazir in category 
