Good/Exceptional Customer Care on the Telephone

All customers are important. However, each individual customer craves to have his uniqueness recognised and acknowledged in the process of being served.

We can appreciate each customer's importance, by providing exceptional customer service.

1. Listening on the Telephone

Never interrupt, assume or prejudge what your customer want. Wait to be sure your caller is 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.

Listen for 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 , so you are not overwhelmed with information.

Keep an open mind and give signals to your customer, so he knows your are there for him.

Good Customer Care and Service means

You provide an efficient service and are friendly, polite and helpful at all times

Be responsible for your customer and understand their needs.

A positive language and good verbal skills are the key to a good customer service.

You have to show genuine interest in all customer needs. Prompt action and response will show your excellent customer care.

Be proud of our high quality products and services. Good Product Knowledge will provide you with the right confidence.

Exceptional Customer Care and Service means

Going the extra mile has many fields. Here some tips:

Adapt to your customer
Anticipate and offer to volunteer in every situation
Take ownership and find solutions as quick as possible.

Customer Service Excellence

• Every customer should be contacted via phone and email after delivery of their sales order to check whether everything was 100% to their satisfaction.