Customer Service tips

We as humans judge a book by its cover.
Within 60 seconds we evaluate education, background and personality.

This is done when we meet in person but it is also performed on the telephone.

Your Customer service voice is the first interaction with a client.
The words you choose will in the first few seconds define who you are.

Your objective is to convey enthusiasm and confidence.

Lets start with your customer service voice.

Customer service phone tips

You don’t want a conversation that is one-sided

Listen to your customer.

Here are some hints to help your next customer encounter,

Take a deep breath before you greet or pick up the phone.
In this step you will define

• What you want to say.
• How you want to say it.

Smile before you speak
A smile has magic that brings your personality to the top level.

The speed you speak.
The average speed you should convey a conversation is 120 to 150 words per minute.
In certain circumstances you may need to adjust this due to comprehension and language issues.

Tone Quality.
The tone is very important as it can portray confidence, knowledge and emotion.
Next time you are with friends close your eyes when they say a joke
and decide are they angry or happy with their voice alone.

Volume and your voice.
You want to be heard without shouting.
The soft voice may be taken as being shy or lack of confidence.
A loud voice could be considered as arrogant or pushy.
Look for a happy medium to display a positive personality.

Speak clearly
Practice what you want to say.
Get a tape recorder and mirror and rehearse your professional greeting.  In person a handshake is common in western culture. If on the phone your company name, Department and your name.  “You may also ask how may I help you?” This would remind the caller why they phoned and get the customer talking.

Depending on your company policy “Good morning” or “Good Afternoon” is nice buy only if you really mean it.

Key notes: Don’t forget to smile.

Let the customer talk!

After you introduced yourself unless you passed a course on mind reading always allow the client to carry the next step of the conversation.  This will help them feel they are in control with a caring person that will address their needs.

Addressing Negative conversation.

A product, service or team member.

If you encounter a negative report about a product or service it is up to you to find a solution!

Apologize, In a earlier post I stressed you must understand all the details of your companies products and services. These details will help you evaluation and ask specific questions to see if all the procedures were followed correctly. Even if the customer did something wrong your job is to provide a solution not scold them like a small child.

In your off time visit forums, Blogs and talk to other staff members for tips on how to address situations that you are unfamiliar with.

Ask your team leader if you have options like offering discounts, refunds or alternate ideas and suggestions that will satisfy your clients.

If a team member is being discussed in a negative way.

This conversation is one sided with a no win situation.

Apologize, Find the problem and fix it don’t re-enforce negative back-talk that reflects your company or work environment.

May these Customer service tips help you with your clients.

Mike Holthuysen Customer service Rep

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