Customer Service
What employees do when they take their frustration out on the customer, because of a previous customer or co-worker
Kick the Dog
Your customer will rely on you for your experience in the subject and skills. You must have...?
Knowledge! If you don't know use your resources!!
A way we show aggression or aggravation without saying it
Tone of voice
Repeating the customers concerns helps the customer feel
understood
What does a customer do when they are unhappy?
Leave bad/negative review or complain
Every customer is different, some may even seem to change week to week. You must be able to handle surprises. You must have:
Adaptability
Part of the personal touch is making sure your customer feels understood and showing you care
Being empathetic
It can be frustrating if a customer wants to chat when the call is already a long call You must
be polite but take control of the call to close it when issue is resolved
The person the customer is seemingly always getting passed to.
Supervisor/Manager
Ensure you convey to customers exactly what you mean. You need:
Clear communication
Make sure you are fully meeting your customers' needs. By doing this at the end of every call.
offer further/additional assistance
It is very important to have a in your voice when your greet the customer.
Some customers will be full of questions or be chatty. You must have...?
Patience
Customers appreciate a rep. who will see their problem through to its resolutions. You must have:
Ownership
Your customer will feel even more valuable if you treat them with
Respect/sincerity
What is the MAIN 2 things you MUST do when a customer/patient calls with a concern or problem?
Empathize + Solve the issue
Making a commitment to a customer that you are not able to keep.
Overpromise/ Setting unrealistic expectations
Some customers will be irate. You must have
Empathy..Patience also accepted
Customer are more likely to feel loyal toward a company when
We show we care/ have good customer service
Customer Service impacts what areas of the company?
Every area of the company.