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Step 1
Know your product or service. Knowing your product or service well will eliminate wasted time going back and forth putting the customer on hold. This needless waste of time is poor customer service. Everyone understands when someone is new, but even new employees can study up on company product and service information.
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Step 2
Put yourself in the customer’s shoes. How would you want to be treated? What tone of voice would you like to hear? What words would you like said to you?
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Step 3
Make some phone calls yourself to establishments to ask questions about your accounts. Take note as to what you liked about the customer-service agents and what you didn’t like. Imitate their style if it is a good one. Note that many long-time customer service agents who have been with the company for a while have morning shifts. Call at various hours of the day to get a feel for the different styles and attitudes.
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Step 4
Don’t worry about putting someone on hold, but make the hold short. If it is taking you a while to gather the information, make sure you come back to the customer and service the call. If it requires you to call back, ask the customer if that would be OK.
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Step 5
Sound confident with your answers. Above all, make sure they are correct. It is so frustrating to receive a wrong answer and then find out later that it is not correct. That can make customers begin to question your company’s reliability and start to harbor resentment.
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