Customer Service Etiquette


Customer service representatives are often yelled at and degraded, but are expected to remain respectable. In order to keep customers as happy as possible, representatives must learn proper customer service etiquette. The better you treat the customer, the better the representative will be treated. For better or worse, remembering proper etiquette is key to being a good customer service representative.

Voice Tone

Maintain a positive tone no matter what the customer says. Customers are more comfortable if you’re positive. Answer the phone or meet the customer with a friendly greeting and ask how you may help him today. This lets the customer know you’re ready and willing to assist him with his problem.

Continue using a positive, friendly tone throughout the conversation. If dealing with a customer face to face, keep your body language relaxed and friendly as well. Crossing your arms over your chest or pointing fingers can appear aggressive and make the customer angry.

Pay Attention

Pay close attention to everything the customer says. Write down the exact issue the customer is having along with the customer name, date of the problem and any other pertinent information. Repeat the problem back to the customer to ensure you’ve understood correctly. Being attentive will help the customer feel better about the service she is receiving.

Keep your focus on the customer. Even in busy areas, ignore co-workers while working with the customer. She deserves your full attention.

Understand Product or Service

Ensure you fully understand the product or service you’re representing. Customers become agitated fast if you know nothing about the product or service. If for any reason, the customer has been directed to the wrong department, help him find the correct department while being friendly. Never blame the customer.

Read all necessary information about the product or service you’re providing customer service for. This will help you understand customer complaints and give you a strong base for finding a resolution.

Find Resolution

Work with the customer to find a resolution. If you place a customer on hold or need to walk away momentarily, keep the break short. The longer a customer waits, the angrier she will become. Explain to the customer what you’re doing to resolve the issue. If the issue can’t be resolved immediately, make plans for follow-up action. If you need to contact a manager for approval of a resolution, do so immediately. The quicker you resolve an issue, the happier the customer will be. Don’t be afraid to ask others for assistance in order to find the correct resolution as quickly as possible.

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