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