Great customer service – some places work at it, while others do not seem to as much. In my reading this week, I ran across a couple of articles that offer great reminders of what it takes to be an excellent CSR team. We’ve heard a lot of these before probably, but it never hurts to recall these points over and over until they become a habitual practice.
First, let’s look at ten tips offered by Adrian Miller from Business Know How for dealing with customers on the phone, along with my brief comments:
- Always tell your customer what you CAN do for them. Don't begin your conversation by telling them what you CAN'T do.
Keep things on the positive side of life. The customer is probably already having a negative experience – why else would they be calling? Find a way to turn it into a positive experience. Maybe you cannot repair the situation exactly as they desire, but always use language like “what I can do for you” instead.
- Allow irate customers to vent. Do not interrupt them or start to speak until they have finished having their say.
Do not let your emotions come into play and cause you to push back or speak over the customer. Sure, the issue may not have been your fault, but to the customer, you are the company, and so it therefore is your fault. Take it, accept it, apologize, and fix it.
- Diffuse anger by saying "I'm sorry or "I apologize."
As mentioned above, while it may not have directly been your fault, that is not what the customer needs to hear. Do not play the blame game, or make excuses. Accept the blame, apologize, and find a suitable solution.
- Use your customer's name at different points in the call.
Making it more personal tends to increase the connection between you and company, as well as assisting in diffusing additional irritation of the customer feeling like just another number. Just watch it that you do not use the name so much that it becomes forced, or more like an obnoxious sales pitch.
- Make certain that your "solution" to the customer's problem is acceptable to them. Get their approval and agreement.
This is important! The solution may be in the company’s best interest, but is it satisfactory to the customer? Again, avoid telling the customer what you can’t do (point 1), but be sure that what you can do is an acceptable solution. If you find hesitation from the customer, seek another solution, or add to the existing one.
- Always conclude each call with a "Thank you" or a verbal message of appreciation for their business.
Politeness counts! Make saying “thank you” a habit in your speech at all times.
- Make certain that your tone of voice is in sync with your words. Remember, your tone of voice can completely contradict your message.
This is where it is important that you are not simply reading from a script in an effort to satisfy the customer. Scripts are good for beginning CSRs, but work to go beyond that. A great CSR knows their stuff and can relay the information professionally, warmly, and catered to the situation.
- Listen attentively! There is nothing worse than asking an irate or troubled customer to REPEAT what they have just said.
This one deserves a large amount of attention, especially if you have failed at success with point #2. If you let your emotions come into play, once you have been “set off” you may tend to stop listening and start preparing a defense. Don’t do it! Listen, listen, listen! You cannot properly solve an issue if you do not fully listen and know the issue.
- Go the extra step by following up on your solution. Re-contact the customer to make certain that everything has been handled in a satisfactory manner, and they are pleased with the outcome.
Following up shows that extra bit of time and caring that the customer tends to appreciate, and can go far in gaining their loyalty.
- Remember to ask if there is anything else that you can do for your customer. Taking the time to ask the question often results in increased business and a more committed customer.
Many times, the customer may call with a single main focus, while forgetting that there are other concerns. After solving the main one and asking for others, it can open up the customer to allowing you to further serve them in other areas. Being more thorough and helping them more fully can help to lead to customer loyalty.
The second story I read that impacted me this week was over at Business Training Works, in an article simply titled Customer Service Tips. The article relays the story of a rude customer at a Chick-fil-A, and the professional response to her by the staff. This struck a chord with me for two reasons: first, I have a son that works for that chain, and I know how they work at great customer service; and second, because of a story just this week my wife told me about receiving great service from Chick-fil-A. It helps to see that it is not an isolated incident, and that as a chain, Chick-fil-A goes the extra step of training their people in the art if being a great CSR.
The article goes on to offer 21 tips for great customer service that are worth the read by anyone desiring a CSR position, but the thrust of it was how well the CSR team at Chick-fil-A handled the situation and applied many of the above tips to the situation. Some companies really work hard to mold their employees into a super CSR team, and others would do good to follow their lead.
Image courtesy of FreeDigitalPhotos.net
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