As I started with last time, there are many different types of customer service jobs, everything from face to face service to strictly phone/call center service. The central point to them all is the customer. Hopefully some of these tips will help you apply the general concept to your specific type of position.
Take the blame - Never be afraid to apologize, even when it was not your fault. This is not a good time to let your pride show it's ugly head. Keep in mind that old saying "The customer is always right" and do what you can to make that a reality. I know a lot of people get frustrated with customers, and get set on a mission to prove them wrong, when they should be on a mission to make them happy.
If something went wrong, even if a co-worker is directly to blame, just remember that you all are representatives of the company as a whole - think collectively, and act collectively. Apologize for the error without pointing a finger or passing the buck. The customer doesn't need to know why there was an issue, or who to blame for the issue, they need the issue resolved and they need to be made to feel emotionally happy and satisfied with the outcome.
Obviously it should go without saying that even if the blame for an issue lies squarely on the shoulders of the customer, that you should still not point the finger or dump the blame on them. Simply explain what caused the issue, maybe explain how it could have been avoided, and then seek to solve the problem in a friendly and professional way to the customer's benefit.
If at all possible, seek to always go above and beyond the customer’s needs. If they have an issue, resolve it and go the extra mile to give them more, that will go a long way to rectify any situation, and help to make them a customer for life.
Do you have a good or bad customer service story? Please share it below for others to read and learn from.
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.
Take the blame - Never be afraid to apologize, even when it was not your fault. This is not a good time to let your pride show it's ugly head. Keep in mind that old saying "The customer is always right" and do what you can to make that a reality. I know a lot of people get frustrated with customers, and get set on a mission to prove them wrong, when they should be on a mission to make them happy.
If something went wrong, even if a co-worker is directly to blame, just remember that you all are representatives of the company as a whole - think collectively, and act collectively. Apologize for the error without pointing a finger or passing the buck. The customer doesn't need to know why there was an issue, or who to blame for the issue, they need the issue resolved and they need to be made to feel emotionally happy and satisfied with the outcome.
Obviously it should go without saying that even if the blame for an issue lies squarely on the shoulders of the customer, that you should still not point the finger or dump the blame on them. Simply explain what caused the issue, maybe explain how it could have been avoided, and then seek to solve the problem in a friendly and professional way to the customer's benefit.
If at all possible, seek to always go above and beyond the customer’s needs. If they have an issue, resolve it and go the extra mile to give them more, that will go a long way to rectify any situation, and help to make them a customer for life.
Do you have a good or bad customer service story? Please share it below for others to read and learn from.
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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