Well-known and Undiscovered Tips
for Good Customer Service
September 30, 2009

• Human Resources
• Preparation
• Communication
• Handling Concerns and Complaints
Agenda

• Customer Service is everyone’s job.
• Keep all employees informed.
– What new products/services are you offering?
– When will they be available?
– What kind of advertising will be taking place?
– What are the hot topics people might call
about?
Human Resources

• Good quality customer service begins with
you.
– Set a good example (no “do as I say not as I do”)
– Teach others about good customer service in
your daily interactions.
– Don’t pass the buck, customer service is
everyone’s job
– Make eye contact and smile at co-workers you
are talking to.
– Address a person by name whenever possible
and appropriate.
Human Resources

• Put yourself in your customers shoes
• Ask yourself questions
– “Do our customers like what we're doing?”
– “Would our customers like this type of promotion?”
– “What would our customers think about this?”
– “Is this fair to our customers?”
– “How can we serve our customers better or differently?”
• Study your competition’s customer service
• Always be thinking of ways to exceed customers
expectations.
Preparation

• Study your competition’s customer service
• Always be thinking of ways to exceed
customers expectations.
• Develop a script or outline for responses to
frequently asked questions.
Preparation

• Watch Your Tone--Wrong tone can
completely throw off your meaning
• Avoid the use of slang or acronyms
• Speak Steady and Project: No mumbling!
• Don’t just speak, listen. Take genuine
interest in your customer and take time to
listen to them to find real need.
Communication

• Anticipate Your Customers Needs--Think
what other things your customer might want
or need to achieve their goal and suggest
them.
• Don’t be a know-it-all
• Ask for the customers name and phone
number so you can call back if disconnected.
Communication

• Ask if there is anything else you can help
with while they are on the phone.
• Make sure all concerns are addressed before
hanging up.
• Have An Attitude of Gratitude--Thank your
customer for contacting or choosing you to
do business with.
Communication

• Encourage complaints—well handled
complaints leads to trust and loyalty.
• Encourage customer pickiness—picky
customers force you to achieve a high level
of achievement.
• Don’t make excuses or blame others, simply
resolve the issue.
Handling Concerns & Complaints

• Pay attention to product returns or requests for
refunds
– Product was faulty
– Marketing misrepresented product or service
• Be patient and compassionate. Customer called
looking for help, not for attitude.
• Know what you can offer to solve problem
– Refund
– New product
– Discount due to complaint
Handling Concerns & Complaints

Questions? Comments?
Scott Oser
Phone: 301-279-0468
Email: scott@scottoserassociates.com