Some Thoughts on Customer Service
Just recently I experienced a very unsatisfactory call with a client service representative and have decided there are few reminders or tips all of us must keep in mind in the area of client service.
Situation…
I had just booked a flight the day before and due to some changes in circumstances had to cancel. Once I finally got a “real” person, I proceeded to tell them what I needed. Before I could get 3 words out I was interrupted very rudely with “I will need your….” As I started to answer, I was again interrupted with “no, I need….this first…”
It seemed at every turn I was interrupted or told that was not what they needed or the way they needed it. The end of the story is that I did get what I needed. But due to this unsatisfactory encounter I have decided there are some definite “do’s” and “don’t” in customer service.
| Do ... | Don't ... |
| Listen first | Interrupt |
| Use an inviting and cooperative tone of voice | Make it "your way or the highway" |
| Try to empathize | End the converstation with, "Is that it?" |
Listen first
When you are in person, you can always look a person in the face, use body language and smile to create a cooperative spirit. But when you are on the phone, what do you have to use - your voice or your ear. So listen up folks. How will you know what the customer wants if you don’t hear them out?
Don’t interrupt
At the first opportunity you may say “Excuse me, I’d like to help. Will you give me your…” but do not rudely interrupt and cut a person off in mid sentence.
Use an inviting and cooperative tone of voice
A simple short sentence like “I’m sorry that…” or “Let me verify that you still owe…” The tone you use and the words you choose will go a long way in creating a cooperative and positive experience for both you and your client.
Don't make it "your way or the highway"
I know some systems require that you input information in a specific order but there again, do not say “I have to have … and … in that order.” Just respectfully ask for each item in turn. Most people will respond positively once they feel valued and respected.
Try to empathize
Acknowledge the situation the client is presenting and you can turn a very confrontational experience into a cooperative one but with a few selected words and your attitude.
Don't end the converstation with, "Is that it?"
Like any positive experience, the last words spoken can invite the client to return or turn them away. Use the last words spoken to create a positive lasting experience.