Good/Exceptional Customer Care on the Telephone: Difference between revisions
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[[Customer Service Training|Back to Customer Service Training Content]] | |||
[[Poor Telephone Communication|<< Previous Article]] | [[Dealing with difficult people/Aftersales Cases|Next Article >>]] | |||
It should go without saying that all customers are important. However, each individual customer desires to have their uniqueness recognised and acknowledged in the process of being served. | |||
We can show that we appreciate the importance of each customer by providing exceptional customer service. | |||
== Listening on the Telephone == | == Listening on the Telephone == | ||
Never interrupt, assume or prejudge what your customer | Never interrupt, assume or prejudge what your customer wants. Wait to be sure your caller has finished before you start to talk. However, don't hesitate to ask your customer to repeat anything you don't understand. | ||
You, in turn, should repeat important information you are given such as numbers, spelling of words, desired products or services. | You, in turn, should repeat important information you are given such as numbers, spelling of words, desired products or services to ensure that you have the details 100% correct. | ||
Listen for the caller's mood to try to determine not only what they are saying, but how they feel about it. | Listen for evidence of the caller's mood to try to determine not only what they are saying, but how they feel about it. | ||
Remember the importance of asking questions and probing until you are sure you understand the problem or have as much information as possible. | Remember the importance of asking questions and probing until you are sure you understand the problem or have as much information as possible. | ||
Focus on the call and limit distractions | Focus on the call and limit distractions to ensure you are not overwhelmed with information. Use your headset to ensure that your hands are free to interact with your computer during the call. | ||
Keep an open mind and give signals to your customer, so that they know you are there to assist them. | |||
== Good Customer Care and Service means == | == Good Customer Care and Service means == | ||
Ensure that you provide an efficient service and are friendly, polite and helpful at all times. | |||
Be responsible for your customer and understand their needs. | |||
Positive and confident use of language and good verbal skills are key to good customer service. | |||
You have to show genuine interest in your customer needs. Prompt action and response will show that you can execute excellent customer care. | |||
Be proud of our high quality products and services. Complete product knowledge will provide you with the right level of confidence. | |||
== Exceptional Customer Care and Service means == | == Exceptional Customer Care and Service means == | ||
Going the extra mile | "Going the extra mile" can mean many different things. Here some tips: | ||
Adapt to your customer | Adapt to your customer. | ||
Anticipate and offer | |||
Take ownership and find solutions as | Anticipate issues and offer solutions in every situation whether it is appropriate to do so. | ||
Take ownership and find solutions as swiftly as possible. | |||
== Customer Service Excellence == | == Customer Service Excellence == | ||
Every customer should be contacted via phone and email after delivery of their sales order to check confirm that everything was 100% to their satisfaction. | |||
[[Poor Telephone Communication|<< Previous Article]] | [[Dealing with difficult people/Aftersales Cases|Next Article >>]] | |||
Latest revision as of 15:06, 27 December 2012
Back to Customer Service Training Content
<< Previous Article | Next Article >>
It should go without saying that all customers are important. However, each individual customer desires to have their uniqueness recognised and acknowledged in the process of being served.
We can show that we appreciate the importance of each customer by providing exceptional customer service.
Listening on the Telephone
Never interrupt, assume or prejudge what your customer wants. Wait to be sure your caller has finished before you start to talk. However, don't hesitate to ask your customer to repeat anything you don't understand.
You, in turn, should repeat important information you are given such as numbers, spelling of words, desired products or services to ensure that you have the details 100% correct.
Listen for evidence of the caller's mood to try to determine not only what they are saying, but how they feel about it.
Remember the importance of asking questions and probing until you are sure you understand the problem or have as much information as possible.
Focus on the call and limit distractions to ensure you are not overwhelmed with information. Use your headset to ensure that your hands are free to interact with your computer during the call.
Keep an open mind and give signals to your customer, so that they know you are there to assist them.
Good Customer Care and Service means
Ensure that you provide an efficient service and are friendly, polite and helpful at all times.
Be responsible for your customer and understand their needs.
Positive and confident use of language and good verbal skills are key to good customer service.
You have to show genuine interest in your customer needs. Prompt action and response will show that you can execute excellent customer care.
Be proud of our high quality products and services. Complete product knowledge will provide you with the right level of confidence.
Exceptional Customer Care and Service means
"Going the extra mile" can mean many different things. Here some tips:
Adapt to your customer.
Anticipate issues and offer solutions in every situation whether it is appropriate to do so.
Take ownership and find solutions as swiftly as possible.
Customer Service Excellence
Every customer should be contacted via phone and email after delivery of their sales order to check confirm that everything was 100% to their satisfaction.
