Customer Service Tips

This page contains a service tip for this week as well as the tips for the previous calendar month. Enjoy the tips and be sure to contribute if you have a sales or service tip that has worked for you.

Expressing empathy is not the same as apologizing. Empathy simply means letting customers know that you recognize and understand their frustration, anger, or dissatisfaction. Sometimes it’s all that’s needed to calm down an upset or dissatisfied customer. Following are a few phrases you can use to empathize with your customers when appropriate: "I can appreciate . . . I can understand . . .I know what you mean . . . You’re right . . . You know, I wouldn’t like that too much either. . .

It’s the nature of the beast in tech support that some customers will be upset with your product, service, or company. If you notice at the beginning of the call that a customer has that special “edge” in his or her voice (or worse), it’s best not to ignore it. Instead, stay calm and let the caller vent. Often customers will calm down if they feel they’ve had the chance to be heard. Then you can go on to resolve the issue at hand.

How many chances do you get to make a first impression? Only one. A customer’s first impression of you and the organization you represent sets the tone for the entire dialogue. So, in order to get off on the right foot with customers, make sure to convey a professional, upbeat attitude—and a willingness to serve—right from the beginning of the call.

Technical support representatives often think that the “soft” skills of customer service (things like attitude, ability to build rapport, skill in handling challenges, etc.) are of secondary importance next to their technical knowledge. Customers, however, tend to see it differently. It’s often said that customers don’t care how much you know, until they know how much you care. When handling your own technical support customers, keep in mind that to them, a pleasant experience is as important as a technical solution.

Click here for the current customer service tips.