Customer service is a multi-function job. Not only must you take the right actions to satisfy the customer, but you must also learn to say the right things along the way. For instance, it is always considered a no-no to use negative terms like “we can’t,” “we won’t,” or “we’re not able to.” Instead, you should twist those around into their positive versions like “what we can do,” “what I will do,” and “what I am able to do.” These types of phrases make a difference in the perception of the listener and can steer the rest of the conversation in a positive direction. There are also a few other “magic” phrases worth mentioning, as a recent Entrepreneur article discusses.
“How can I help you?”
This immediately turns the communication away from being a sales pitch and into an assistance scenario. Customers may not always know exactly what they want, but they want you to listen to their desires and assist along those lines. The key point is to listen. Do not just assume you know what they need and pitch your angle to them. Stop, listen and find out. That is what good service is about.
“I don’t know, but I will find out.”
Notice that while this acknowledges your ignorance of specific information, it ends on a positive, action-oriented note. There is no need in trying to deceive the customer into thinking you know more than you do, and often, the deception can come back to bite you if you are exposed or offer erroneous information. It is always best to admit you do not know, but then follow that up by acting quickly to learn the answer and solve the issue.
“I will take responsibility.”
This is a double-sided idea. First off, as the company representative, you are to take responsibility for whatever “wrong” has been committed by the company or another coworker. Do not play the blame game or pass the buck. Assume the responsibility for the issue as well as for finding a resolution. When it comes to finding the solution, do not pass the buck either. In other words, do not get all of the details from the customer, and then just tell them to contact someone else better able to resolve it. You are the contact, you know the details, and you should be involved in handling the issue until it is resolved. If another department is responsible to handle it, then you tell the customer you will contact them and work out the resolution. Do not send the customer away to explain things again to a new department. Instead, take charge as the contact person, and do the leg-work until the problem is solved. Make it as easy and uncomplicated for the customer as possible. That is superior service.
Speaking of superior service, a recent Church of the Customer blog posted an amazing story of superior, yet “invisible” service. A customer visited a Nordstrom store, and due to a worn out magnetic strip on their Nordstrom Visa, it wouldn’t work in the reader properly. The customer commented on needing to order new cards, but never got around to it. However, the following week, new cards showed up in her mail, initiated by the clerk at the store without the customer’s knowledge.
“I will keep you updated.”
While the life of a CSR is filled with many issues to keep in mind, for the customer, their particular issue at hand is the only thing they have on their mind. They are sitting by and waiting for the resolution. It is horrible service to tell them you will call them right back, only to never call, or call a day later. Keeping the customer updated is important. If you say you will call in an hour, but still have no answer by then, call and let them know and then establish a new response time. It is important to make and keep appointments like this in order to ensure the customer they are not getting lost in the shuffle.
I could go on, but these are some key points to keep in mind. If you are seeking CSR related job just remember that your job is all about the customer. Failing to keep them extremely happy can make a difference between a company thriving or failing.
Image courtesy of photostock at FreeDigitalPhotos.net
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