In Customer Service, Manners Matter

 

In order to deliver exceptional customer service, you must:

• Know what your customer really wants
• Know how to identify and meet customer needs
• Stay focused on customer issues and needs in ways that help them feel heard and understood
• Develop an effective training play that helps CSRs build skills in all of the above areas

However, when all is said and done, good telephone manners are an absolute must. Be sure CSRs always apply the following guidelines when dealing with customers over the phone:

1. Answer the telephone promptly. A customer doesn’t become any less upset while the phone is ringing and ringing.

2. Identify the company and yourself immediately and clearly. This guarantees a good first impression.

3. Smile when you speak. It is sometimes recommended to have a mirror next to the phone. Before you speak, take a look at yourself. You know that you are a likeable person, you are confident in yourself and your abilities. Make sure that impression is conveyed to the customer.

4. Clarify the name and company of the person you are speaking with. This may save a CSR from a lot of awkward moments later on.

5. Write down all pertinent information on your call sheet immediately. The customer may be offended if you have to ask him twice for his name, address, phone number, account number, etc.

6. Ask the customer to spell his/her name if you do not understand it. This is very important, and you should not feel embarrassed about asking.

7. Keep in mind that the focus is on what the customer is saying. Their needs are the purpose of the call. Once you have determined the reason for the call, summarize the message and repeat it to the customer so they can confirm or correct it.

8. Ask a customer before putting them on hold. "May I put you on hold for a minute while I find that information for you?" When the customer says yes, thank them. Check back with them periodically to let them know what progress you are making. If necessary, briefly explain any delays.

9. Avoid playing the telephone transfer game. If you must transfer someone, get enough information before making the transfer so you can transfer him to the correct person the first time. Tell him to whom you are transferring him and the extension number in case he is disconnected. Stay on the line until the transfer is finished.

10. Avoid interrupting the customer when they are speaking. Instead, use active listening skills to determine the customer’s needs, motivations, content of the message, and feelings.

11. Avoid becoming angry. Remain calm even if the customer is upset.

12. If you need to call the customer back with information, make an appointment for that call -- and stick to it. "Mr. Johnson, I’ll have that information for you this afternoon. Will you be at this number at 3:00 o’clock? I’ll call you then."

13. Tactfully ask the customer to rephrase or explain technical jargon that you don’t understand. Continue asking questions until you have all the information you require. "I’m not certain I understand what you mean, Mr. Wilson. Could you provide me with a bit more information, please?"

14. Convey interest in your product/service. Show enthusiasm and sincerity for yourself, your team, and your customer.

Great customer service begins and ends with good manners. Something as simple as this can translate into a very loyal customer base. Just in case you have never heard this before, remember this: in today’s hyper-competitive business environment, superior customer service may be the difference between boosting profits and booting the management team. Businesses pour huge amounts of time, creative energy and money into developing and marketing new products. However, will it really pay off in the long run if customers feel alienated when they try to deal with your company’s customer service department and decide to do business with someone else? Exceptional customer service will always produce solid customer loyalty, and that leads to profits this year and next year and the year after that. Your customers will make sure of that.

 

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November Customer Service Quick Tip of the Month – Making Business Personal

Here is a customer service tip that is so simple it can be easily overlooked by a CSR who is struggling with finding the right solution to address a disgruntled customer’s needs: Make sure you use the customer’s name at appropriate times during the conversation. Remember, usually the first thing the customer is looking for is some clear evidence that your company recognizes his need, understands his feelings and will treat him as a person instead of a number or a problem. Can you think of a better way to communicate your company’s concern and commitment to treat the customer as an important person than referring to the customer by name? Of course, don’t over do it; you only have to use his name a few times during the call for the customer to get the message that you see him as a unique individual with a real problem you intend to solve. Sometimes, this simple act of courtesy is all it takes to build a great customer relationship.