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Helpful Hints for Customer Service
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PEOPLE buy into PEOPLE first - Every time you answer a call, you are projecting the image of your company. You are the front window of your company.
Paint word pictures - Even though we know what we mean, when we paint a picture, the “picture” the listener gets is TOTALLY different.
Smile and be friendly - It sets a positive mood to the telephone call. It raises trust and lowers tension. It leaves the customer with a good feeling.
Be a good listener - It is the only way we can really know what the customers need, want, desire or require, and then how to match them effectively. Write information down, always have a pen and paper handy. Remember how important it is to record the details of each and every call.
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Don’t |
Do |
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Interrupt |
Let the client have his say |
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Argue mentally |
Concentrate - keep an open mind |
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Jump to conclusions |
Ask to question/clarify |
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Assume |
Confirm/Re-affirm |
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React to the person |
React to the situation |
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Ignore |
Acknowledge |
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“hear” only/listen selectively |
Listen intelligently |
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Focus on the irrelevant |
Focus on the relevant |
Use the customer’s title and name - Address clients courteous and professionally by using their appropriate title, followed by their surname (Prof/Dr/Rev/Mr/Mrs/Ms, etc.)
Control the dialogue - “He who asks the questions, controls the call.”