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TipsDude 08-20-2013 01:19 PM

Customer Service Tips
 
Customer Service Tips (PHONE)

Train your employees with the essential business tips they'll need for top-level customer service.

The main features of the telephone need to be understood ahead of time. You don’t want to practice on the caller. You need to know: Mute, Hold, Volume, Speaker, How to Transfer a call, etc. You also need to know what employee is at what extension.

TipsDude 08-20-2013 01:20 PM

Make sure the mouthpiece is in front of your mouth, not off to the side. Otherwise you risk not being heard or understood. Speaking on the telephone requires more articulation than in speaking in person.

TipsDude 08-20-2013 01:20 PM

NEVER sneeze or cough while on the phone with a customer. Use the mute button.

TipsDude 08-20-2013 01:20 PM

NEVER eat, drink, or chew gum while on the phone with a customer.

TipsDude 08-20-2013 01:20 PM

Do not have your music on while on the phone with the customer as it is a distraction. The customer deserves your full attention and music tends to get in the way.

TipsDude 08-20-2013 01:21 PM

Do not carry on conversations with someone else while talking to the customer. Again, the customer deserves your full attention. If you need to ask another employee a question, ask the customer if you may put them on hold.

TipsDude 08-20-2013 01:21 PM

NEVER say anything derogatory about the customer while on mute. If for some reason mute wasn’t depressed, you’re in trouble!

TipsDude 08-20-2013 01:22 PM

Say "please" and "thank you" often. Make it a habit. You can't overuse these words. Customers react positively to politeness.

TipsDude 08-20-2013 01:22 PM

Studies have proven that people love to hear their name. You must address the customer as Mr. or Ms. Smith. Do not use their first name unless they are a kid or they ask you to use their first name. If the caller introduces themselves as Dr. or Pastor, use the same title in addressing them.

TipsDude 08-20-2013 01:23 PM

Always ASK the caller if you may put them on hold and wait for their answer. NEVER say, “Hold on a minute”. When you pick up the phone, ALWAYS say, “Thank you for holding.”

TipsDude 08-20-2013 01:23 PM

Engage the customer in conversation. Do not just say, “No” or “Yes”, etc. Follow it up with an explanation or something that will help the customer.

TipsDude 08-20-2013 01:23 PM

If there is down time like waiting for a program to load, tell them, “Thanks for your patience; I’m waiting for my computer. Most understand that computers can be problematic so this is always a good ‘reason’ for the delay. It’s something they can relate to. Ask them how the weather is where they are or something. - DO NOT ALLOW DEAD AIR!

TipsDude 08-20-2013 01:24 PM

On the contrary; if the call trails off into unrelated conversation, it is your duty to REEL IT BACK IN. It is ok to form a nice relationship with the customer and listen to their un-related story for a moment but remember; the business is paying for the long distance calls, not you. It gets very expensive so please keep this in check. Watch the timer on your phone!

TipsDude 08-20-2013 01:25 PM

Most companies that care have a “3 ring” policy. All calls MUST be answered by the 3rd ring. If you’re on the phone with someone else and there’s no one else to get the call, explain to the caller that “we are a little short-staffed today, may I get you to hold for just a moment please?”

TipsDude 08-20-2013 01:25 PM

If you have more than one customer on hold, remember the priority of each. Make sure you know the name of the person who is on line 2 and the name of the person who is on line 3. Jot it down if it helps. – If you can’t remember, pick up a line and say, “I’m sorry, who were you holding for? ….Ok, thank you. If you’ll hold for just a minute longer, they’ll be right with you.”

TipsDude 08-20-2013 01:25 PM

If you have a customer on hold for about 2 minutes and you’re not ready yet, you MUST pick up the phone and say something to the effect of, “Mr. Smith, thank you for your patience, I’ll just be a minute longer if you’d please bear with me.” – (Wait for their reply). This is another industry standard.

TipsDude 08-20-2013 01:26 PM

Your voice and attitude should reflect care, compassion, and enthusiasm. The customer should be made to feel that they are the most important person on this earth.

TipsDude 08-20-2013 01:27 PM

Put a smile on your face (or get ready to ‘act’) before answering the phone. Do not reflect your somber mood onto the customer. Even if you don't feel happy, flip that little switch in your head before answering the phone to make sure the customer has a good experience with you.

TipsDude 08-20-2013 01:27 PM

End the call with, “Thank you for your order. Is there anything else I can get for you today? (or whatever applies) …Ok, thank you again and you have a nice day.”

TipsDude 08-20-2013 01:37 PM

Use intelligent, helpful words. You are conducting BUSINESS not socializing with your friends. (i.e. Avoid words like yea or nah)

No: Hold on a minute.
Yes: May I get you to hold for just a moment please? (Wait for their response)

No: Whats your name?
Yes: May I have your name please?

No: We dont have that.
Yes: Im sorry; were currently out of stock on that item. Is there a similar item you may be interested in?

(Customer asks, Do you take Discover?)
No: No
Yes: No mam, not at this time. We currently accept Visa, Mastercard, and American Express.

(Customer asks if you have that widget in red.)
No: No
Yes: No sir, at this time were just carrying black and gray.

(Customer asks if George is there)
No: No hes not.
Yes: Hes not available at the moment. Is there anything I can help you with?


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