The document provides essential tips for effective customer service, emphasizing that it is everyone's responsibility within an organization. Key points include keeping employees informed, understanding customer perspectives, and handling complaints with patience and empathy. Additionally, it highlights the importance of preparation, communication, and exceeding customer expectations to build loyalty and trust.

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

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

3. • 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

4. • 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

5. • 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

6. • 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

7. • 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

8. • 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

9. • 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

10. • 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

11. • 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

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