Customer Service

Introduction

We want to give every customer the "Flashbay" experience.

Our customers receive a high quality product in addition to an exceptional customer service.

Happy customers which are treated the right way will come back to you an a regular basis to reorder.

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 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. By the tone of a few words, you can convey a friendly welcome, which will imply your willingness to be helpful. The greeting has to be well placed, enthusiastic and sincere.

E.g. for inbound calls:

Good morning, you came through to John Smith at Flashbay. How may I help you today?

E.g. for outbound calls:

Good afternoon, my name is John Smith calling from Flashbay. May I speak to Mr. XY please?

More tips:

Use your customers names instead of sir or madam and if possible refer to the last conversation to achieve a personal connection.

Even though you are on the telephone you should smile through out the whole conversation.

You should give your customers the option when putting them on hold. Ask them if it is ok for them to wait on the line or rather like a call back later.

Don't apologise to your customers for holding, instead thank them for holding and 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 End it with a pleasantry

Four Basic Psychological Needs

Every human being has four basic psychological needs.

To be successful on the phone you should:

1) Value your customers as an Individual

o Use their name

o Adapt to their way of communicating

o Listen

2) Be in Control

o Offer precise choices

o Ask Open and Closed questions

3) Have strong Self - Esteem

o Avoid jargon

o Comment and Compliment

4) Provide Professional Attention.

o Take ownership

o Focus on them