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.

Customer Service

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 call back and do it even if it just to say you haven’t had an answer. Always keep the customer informed. Please and thank you should be common courtesy, but all too often is omitted. Do not be guilty of that. Strive to make your customer feel that they have been treated well and have had a good experience. The sort of experience you would enjoy.

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 life blood of your company. The people who pay your wages. The principles of customer service can be learned. Scripts can be read out ad verbum, but to deliver that extra special service and put the heart into it, you must be passionate about it.

Posted at 8.54am on 30 May 2018 by Neelam Nazir in category Company