More Tips to Put into Practice

When it comes to filling a customer service position, or being in a position where you are supervising a group of customer service reps, there are so many great tips to keep in mind, that I'd like to share some more with you. Many of these tips come from those out in the field, who already are working in customer service postions. As you begin to think on some of these things, you will probably find yourself mentally critiquing others in customer service that you personally deal with.

It is always good/better to deal with people in a voice to voice situation. If someone calls you and leaves a message, call them back rather than email them back. It is more personal, and will allow them to engage and inquire on anything else they need. Sending email can sometimes feel cold, the tone can oftentimes be misconstrued, and it is just not a means of great customer service.

If the customer calls in and exposes a mistake on you or your companies part, take the blame, apologize, and make amends if possible. Typically we want to "pass the buck" and blame someone else. The point is not to show who is at fault in your company; just apologize, and rectify. If you have the ability, give them a little something for their trouble (free shipping, discount, etc.).

One of the things that frustrates me the most is when I am told "that is the policy" as the only real answer to my issue. Find and know the reason for the policy if that comes up a lot. Often times I will ask why that is the policy, especially if it makes absolutely no sense (to me) as to why such a policy exists. Rarely am I ever given an answer to explain the rational behind such a policy. It is always great to know the policy, know why the policy is in place, and to be able to give a satisfactory answer if someone asks why that is the policy. In other words, know your company - don't just know the script.

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, mail order book store manager, and an avid musician who is active in two local bands. He is also a lover of books, having a large personal library and squeezes in as much reading as often as he can. 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.