How to Respond to a Customer Service Question

Customer-service representatives are important to the success of any business.

If you own your own business or work as a customer-service representative, you must be able to handle customer inquiries appropriately. Without customers, businesses could not survive. Therefore, superior customer service is often one of the most important aspects of any business.

Instructions

1. Listen carefully to the customer's question or concern. Before you can provide an adequate answer to any customer inquiry, you must understand exactly what the customer needs. Patiently allow your customer to explain his situation.

2. Ask follow-up questions if necessary. For example, if a customer has not received an order and is asking for a status update, ask the customer his name, confirmation number, approximate date of the purchase and whether the purchase was made online or called in to a call center.

3. Answer the customer if you can. If you cannot provide an immediate answer, politely ask the customer to remain patient while you locate the information or a person who can answer the question. If a customer asks to speak to a manager at any time during your conversation, satisfy his request immediately and politely.

References

• Business Know-How: Customer Service Tips and Techniques
• Gaebler.com: Customer Service Tips