As I mentioned in my last post, a position in the customer service position can be one of the toughest positions for many people to function well in, since it requires a lot of control, a selfless attitude, and the ability to put your own daily troubles behind a smiling face. I looked at five tips that many in the customer service field have labeled as real no-nos in handling telephone service, but now have decided to share an additional five tips along the same lines.
1. Always ask the customers permission before you place them on hold, or place them on speakerphone. There is a big difference to the customer when they are told "hold please" followed immediately by the click of being put on hold, and the "may I please put you on hold a moment" and awaiting a response before doing so. It is a common courtesy to ask the customer these things before just doing them.
2. Keep the distractions as close to none as possible. If at all possible, ignore call waiting or other incoming calls that distract you from providing uninterrupted service to the customer. Make them feel as though they have your undivided attention, and that they are not a distraction for you.
3. Similar to the previous number seven, do not rush through the calls. Do not make your customers feel they are slowing you down from some other task, or that you do not have time to deal with them properly. Sometimes customers can get chatty and long winded, and you'll need to politely end the conversation, but do not have an attitude that makes them feel they are being rushed off the line before all of their desires are properly handled.
4. Never bad mouth your employer with a customer, or complain about products or situations within your company. Never give them the impression that you are dissatisfied with your job, boss, products, company, etc. If you take sides with your customer, but against your company, it makes the entire company look bad, and can have serious repercussions - from loss of job, to loss of many customers.
5. Opening lines are fine, but watch the tone when repeating them. There is a big difference between answering the phone with a polite "how may I assist you" and answering with an obnoxious sounding "what is this call in reference to" type opener. Never come across cold and uncaring, but take the moment to adjust your tone and phrasing of the way you speak to customers. Yes, you may be saying the same opening phrase a hundred times a day, but never let it sound that way to the customer, as if it is simply a scripted response. Slow down and keep it sincere sounding, as if you truly desire to be of the most assistance to them. How you make them feel goes a long way with how your service is viewed. Keep the customer happy as much as possible.
Anyone who has worked in customer service will probably have lots of stories they could tell - share some with us by commenting below.
Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, and musician. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.
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