Customer Service
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Introduction
We want to give every customer the full "Flashbay" experience.
Our aim is to ensure that our customers receive a high quality product in addition to exceptional customer service.
Happy customers who have received excellent customer service will come back to you on a regular basis to reorder.
What is Customer Service?
Customer service is a set of behaviours exhibited by an individual (you) toward someone else (your customer) who depends on or benefits from a product or service.
The "Bataris Box" below shows how your attitude and behaviour towards your customers will affect their behaviour and attitude.
The Greeting/Introduction
The initial greeting is like a verbal handshake. Through the tone of the first few words exchanged, you can convey a friendly welcome, implying and demonstrating your willingness to be helpful. The greeting has to be well placed, enthusiastic and sincere.
An example for inbound calls might be:
- Good morning, thank you for calling Flashbay, John Smith speaking, how may I help you?
An example for outbound calls might be:
- Good afternoon, my name is John Smith calling from Flashbay. May I speak to Mr. XY please?
More tips:
Use your customers names rather than sir or madam and (if possible) always refer to the last conversation to achieve a personal connection.
Even though you are on the telephone you should smile throughout the whole conversation.
Always ask for the customers permission before putting them on hold.
When taking a customer off hold remember to thank them for holding rather than apologising.
First/Last Impressions
You don’t get a second chance to make a first impression!
- You only have a few seconds (approximately 5) 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 that you have provided them with during the call
- o Reiterate your contact details
- o End the call with a pleasantry e.g. "Have a nice afternoon".
Four Basic Psychological Needs
Every human being has four basic psychological needs.
To be successful on the phone you should:
1) Value your customer as an individual
- o Use their name
- o Adapt towards their style of communication
- o Listen
2) Be in control
- o Offer precise choices
- o Ask both open and closed questions as appropriate
3) Have strong self-esteem
- o Avoid jargon
- o Comment and compliment
4) Provide professional attention
- o Take ownership
- o Focus on them
