Customer Service For All

Every member of your team is part of the customer care function. Check out our top tips for anyone dealing with customers directly or indirectly.

1. Talk Positive.

Positive language and thinking goes a long way towards securing a good relationship with a customer. By being positive in your reaction to a customer and having a can-do attitude, the customer will usually respond in a positive manner. Of course, you have to follow through with providing a solution, but this small thing can be a great relationship builder.

2. Be Discrete

Make sure that you keep the issues and concerns of any customer private from other customers. If in a face-to-face environment keep your voice low to avoid being overheard.

3. Realise You are Not to Blame

Often when a customer speaks with someone at a company about a problem that they are facing, they can end up accusing you and focusing their anger on you. Always remember that even though they are lashing out you must not be defensive, but must listen with understanding.

4. Don’t be Afraid to Say “I Don’t Know”

If you don’t know the answer or solution to a customers concern or enquiry, don’t be afraid to say that you don’t know. But instead of saying those specific words, refer them instead to someone who can help them specifically. So say, “I will refer you to our specialist … in that subject”, or “Let me verify that with our resident … expert and get in touch with their feedback”. This makes the customer understand that you cannot answer their question, but also that you have understood the need for a response and will get this for them from the most qualified person to provide it.

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