Working in a customer service position is a job that requires a totally different frame of mind than is required on the street. When dealing with customers, your job is to give them the required attention needed, and to instill in them the confidence that you are both able and willing to meet their needs. Let us take a look in some of the various things that will put you ahead of the pack in this area.
Outer Appearance - If you have face-to-face interaction with customers/clients, does the way you present yourself come across as professional and confident and able to get the job done? Are you well kept and well mannered when dealing with customers? Image matters when it comes to instilling confidence to others.
Avoid Saying "No" - A customer calls and asked for a specific department, you answer "No, they are gone for the day." Try to avoid saying no, and instead, you could say "I am sorry, they are gone for the day, may I be of assistance to you today?"
Avoid Vagueness - The customers asks "When will they be back in?" and you answer "Someone is usually in around 8:00, if you'd like to call back then." Words like "usually" and "around" are too vague and do not instill confidence and you should never ask the customer to call back. Instead, state it as something like "They are scheduled to be in at 8:00. May I take your name and number and have them call you when they return?" Remember, assist the customer, do not make them assist themselves.
No "Buts" About It - The customer calls back in and asks if someone is in that department now, and your response is "Yes, but they are with a customer." Try to avoid saying "but" and instead, use words like "although" as a softer term - "Yes, although they are with a customer right now, may I take your name and number and have them call you right back?" Remember, don't require them to call back.
Being a great customer service representative requires you to think before you speak, and speak so as to maintain professionalism and to give the customer the confidence in your abilities to assist them. Please share other tips and experiences you may have had, by commenting below.
Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, and musician. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.
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