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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

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Well-known and Undiscovered Tips for Good Customer Service

  • 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