Summary of Customer Service Techniques

"In this section we're going to discuss some methods you can use in dealing with tough customers. I'm Pamela Unruh on behalf of Expert Village. We've discussed different methods that you can utilize in order to deal with tough customers. Let's touch base on those again because when you're in that situation, it's very hard to stop and think about these different points. So let's reiterate them here; remember empathize with your customer, realize that the situation they're having is frustrating to them and that way you can map out a path to successfully help them. Concentrate on what you can do rather than tell the customer what you can't do, that's only going to make an angry customer angrier; trust me I've been there. When your customer approaches you already angry, don't match their tone. Remember, stay calm, maintain your professional business demeanor and your customer will more than likely calm down to match your tone. Always be firm, let that customer know again what you can do and what your policies and procedures are. And we've also discussed the importance of rewarding great customer service. Now this as an employer is one of the most important things that you could do for the people that you're asking to provide great customer service. It can be low cost, but very very affective. Remember, as much as you want customer loyalty, you also want to maintain employee loyalty as well. We've also talked about the do's and don'ts of customer service. Again, I challenge you to make that list a lot longer than the few items that we did put up on the white board here. And finally we talked about researching different methods of providing customer service. There are so many different periodicals and areas that you can go online or in the library that you can find and they'll help you match the public perception in need. Customers change, businesses change. Customer service methods change as well. And as long as you stay on top of those, you'll be providing great customer service for years to come."