Customer Service

What is Customer Service?

A set of behaviours by an individual (you) to someone who depends on or benefits from a product or service(your customer).

The Greeting/Introduction

A verbal handshake:

o Well placed

o Enthusiastic

o Sincere

E.g.: Welcome (e.g. time of day) Introduction (e.g. Flashbay) Personal (e.g. your name) Help (e.g. offer of assistance/Reason for call.)

Side notes:

- Use customers name instead of sir or madam - If possible make it personal - if it’s a regular caller - refer to the last conversation. - Smile even though you are on the telephone - Asking people to hold - Give them the option - Thank them for holding no need to apologise but do thank them for their patience

First Impressions

You don’t get a second chance to make a first impression! (First 5 seconds)

- You also just have a few seconds to capture the attention of the caller
- Last impressions are just as important
- Always finish the call as strongly as you opened it

o Summarise – recap/next steps

o Thank them for their time/business

o Check that they are satisfied with the information

o Reiterate your contact details

o Pleasantry

Four Basic Psychological Needs

1) To be valued as an Individual

o Use their name

o Adapt to their way of communicating

o Listen

2) To be in Control

o Offer precise choices

o Ask Open and Closed questions

3) To have strong Self - Esteem

o Avoid jargon

o Comment and Compliment

4) To receive Professional Attention.

o Take ownership

o Focus on them