How to be Up Front with Customers

Video Transcript

" In this section we're going to be discussing a model known as 123s of customer service. I'm Pamela Unruh with Expert Village. The next step in the three portion of the 123 model of customer service is to be up front with your customer. Now can you solve every issue within three minutes, not every issue is going to be so easily solved. You shouldn't try and make your customer feel rushed either but if you need to take a little bit more time don't be afraid to explain that to your customer. Now we discussed before about putting your customer on hold or leaving the customer if you had to access some information or find out something more about their particular situation. Don't just walk away from the customer, don't' just put them on hold. Explain to the customer that you are going to need a little bit more time. In my experience nobody is going to mind taking that additional time if it is a benefit to them. Mr. Smith I don't have the information right in front of me right. Now if you don't mind waiting just a minute, I'm going to pull that up on my computer. Or if you're on the phone I have that in your file it's just out of my reach. If you don't mind holding for a moment, I'll go look for it. Don't just put them on hold explain to the customer what you're doing but don't be afraid to tell them that you need more time. A lot of customers service providers are afraid to this because they feel that it makes them look not professional or like they don't know what they are doing. Don't be afraid of that just explain it to your customer they'll work with you."