Customer Services-Basics
What a customer does when they are unhappy
Complain
making a commitment to a customer that the company is not economically able to keep.
Some customers will be irate. You must have:
Empathy
Your customer will rely on you for your experience in the subject and skills. You must have:
Knowledge
Use knowledge about the customer and the services they have received or needed in the past to predict their future needs.
Anticipate the needs of the customer
When a customer think is true, unfortunately, it may not be supported by the facts.
Belif
What employees do when they take their frustration out on the customer
Kick the Cat
Some customers will be full of questions or be chatty. You must have:
Patience
The customer is always right. The ability to swallow one's pride to accept the negative feedback. You must have:
Thick skin
It is very important to have a big_____ when your greet the customer.
Greet a customer with a smile
The person the customer is seemingly always getting passed to.
Manager
The hardest thing for the company to admit.
Mistake
Every customer is different, some may even seem to change week to week. You must be able to handle surprises. You must have:
Adaptability
Be available
In a busy environment it can be frustrating for an employee if a customer want to stop to chat when they have a lot of work to get done. You must:
Make time for the customer
Training employees to make decisions on their own to help customers
Empowerment
Online references written by customers on the level of quality or service in your company.
Peer Review/Earned Media
Ensure you convey to customers exactly what you mean. You need:
Clear communication
Make sure you are fully meeting your customers' needs. Consider assigning representative to specific customers so they can build relationship. You must plan on:
Cater to your customers
Address customers by name, make the customer feel welcome when they come to the center/office
Giving the customer the opportunity to tell you what they think in many ways.
Feedback
A customer the company may need to suspend to be avoid more problems or be more profitable.
Problematic customer
Customers appreciate a rep. who will see their problem through to its resolutions. You must have:
Good work ethnics
Your customer will feel even more valuable if you treat them as important members of a community. You must create
Create communities.
Customer are more likely to feel loyal toward a center or company when they feel that the employee has exceeded the customer expectations.
Give customer more than they expect.