Things You'll Need:
- Patience
- Knowledge
- The ability to put yourself in the customers position.
-
Step 1
You must be knowledgeable about the product or services you are selling. If you're in technical support, know your software or hardware, inside and out. Customers tend to pick up on when they come across a representative who doesn't know what he or she is talking about.
-
Step 2
Be patient and courteous. Allow the customer to finish her sentence no matter how often you've heard the same problem. Let her finish and then acknowledge what you heard by paraphrasing.
-
Step 3
Get your rest. Being well rested goes a long way in providing quality customer service. If you are tired, it will clearly show in your overall attitude and tone, and you will give the impression that the customer is bothering you. When in fact, if it wasn't for the customers calling, you would not have a job.
-
Step 4
Regardless of how irritated the customer may be, do not take it personal and try to put yourself in their shoes. Close out the call or the face to face exchange by asking if there is anything else you can do to assist the customer, and use the employer brand, for example, "Thank you for calling Acme Service Co.
Comments
ALLinRueThyme said
on 11/28/2008 Now if we could just get everyone in customer service to treat us this way!
CandisLynn said
on 11/22/2008 I definitely agree... listen to what the customer has to say! Trying to prove that you're right will oftentimes just frustrate people even more. Thanks for the tips!
HowDragon said
on 11/22/2008 Nice article. All good advice. Thanks!