Angel shares her 25+ years as a Customer Service representative and training call center team members with you. In this episode she shares her Four "Do's" for customer service. Make your best practices for your company by listing to this episode.
Listen: I can’t say enough about how people need to listen to their customers. However, it's more than just the words they are saying we should pay attention to but the tone in the voice or the pace at which they are speaking. Listen. Are they upset, confused or unsure? Listening is the key to understanding your customer needs.
Probe: Ask questions and more questions. Effective probing is necessary and required if you are going to get to the heart of what the customer needs. Do they need to place an order, is there an issue with a previous order or is there something else they just aren’t sure how to ask?
Take action: Tell your customer what you are going to do. Don’t waste their time with all the things you can’t do but focus on what you can do. Customers are not interested in hearing about company policies or rules you have to follow. They only want to know what you can do for them. Find those things you can control and do those things for your customers. They will thank you for it.
Follow up: If you promised to back with a customer DO IT. Nothing speaks volumes to a customer more than doing what you said you would do. This shows you truly want to resolve their issue.
For more information: john@ondomedia.com
A presentation of Ondo Media www.ondomedia.com
Download Angel's Do's & Don'ts for improving your customer service by clicking here