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Step 1
Understand and apply the mandate of the service for which you are representing.
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Step 2
Treat each customer with a fresh, warm greeting. Do not allow your opinion or attitude developed from a previous customer to affect the quality of service you will give to the next one. And never discuss the attitude of a previous customer with the present customer.
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Step 3
Do not allow prejudices such as racial, social or sexist to influence the quality of your service.
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Step 4
Establish the customer’s name and then address them by their name, when possible.
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Step 5
Be a good listener. Let them explain their situation before you cut in with an answer.
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Step 6
Make eye contact when you speak to the customer. This shows them respect and concern.
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Step 7
Many customers may not be as knowledgeable as you are in many areas, but do not allow their ignorance to effect your decision in the rights they are entitled to.
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Step 8
If the customer is irate and isn’t responding properly to your support, tell them that you will get someone else to help them and then get a supervisor to step in. This shows the customer that their needs are important, while at the same time, it prevents an embarrassing and antagonistic situation from getting out of hand.
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Step 9
Always keep the service on a professional level. It is acceptable and even polite to have general conversations with customers such as a greeting discussing the weather or complimenting them on their new baby or well-behaved child, but steer the conversations away from anything of a personal nature.
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Step 10
Never give out personal information. You represent the service, and any contact with the customer should be made between the service and them, not between you and them.
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Step 11
Always be upfront with the customers and never suggest or promise anything just to make them happy.











Comments
amico said
on 5/8/2009 am working as a customer service Rep. in Berlitz Egypt really thank your for your advices but the most important were number 2 and the last one,and if I can add something it will be that " always put your self in the clients position"
Contractor said
on 10/29/2008 Great advise - this will come in handy! 5 stars!