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Customer Service Tips; A useful resource for any one customer facing, from dealing with angry customers to customer service skills. Use these ideas to increase customer retention and increase profit.
Customer Service Tips #1
Don't use lots of jargon when dealing with a customer, it confuses them and separates you, stopping you from connecting with them. I know your business is probably full of TLA's, ( three letter acronyms ) KPI's, (key performance indicators ) FTR's ( First time resolutions ) backorders ( items out of stock and placed on order for when they come into stock ) etc but don't confuse the customer with your jargon. Step into their world, and speak their language.
Customer Service Tips #2
Treat your customers like human beings. When people do business they want to interact with a human not with a computer, as more processes are managed by computers systems make sure that you connect with the customer. A smile goes as a long way. Doing business by telephone? Use a verbal handshake.
Customer Service Tip #3
Listen. Your customer will tell you vital information when they first start speaking. The best contact centre we have had the pleasure of working with for customer service and human contact, had a Contact Centre Director who wouldn't let people touch the computer until they understood why the customer was calling.
Get it right first time - one simple mistake can take a lot of undoing. Use the phonetic alphabet to check details of spellings ( everyone wants their name spellt correctly ) and postcodes. In the age of satnav technology - sending an engineer out to a customer's address with the wrong postcode can be an expensive mistake. Reducing mistakes helps keep customers happy, and is good for cash flow as you have fewer invoice queries.
Customer Service Resource Centre
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The key skills of delivering great customer service
Download our whitepaper on dealing with angry customers
A visual showing all the important facts and figures regarding customer service - positive and negative
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Some definitions of good customer service - have your say how would you defineit?
lessons to be learnt from this customer service malfunction
We all know this - but this article looks at an innovative approach to helping customers use their mobile / cellphones.
Why customer service is important
The power of words
These you tube videos are great resources to show in team meetings to show the power of the language we use.
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