Customer Service Tips
This page contains a customer 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 any
customer service tips that has worked for you.
Week 4 -
Ultimately, the best thing you can do for both yourself and your customer during a challenging call is to remain poised, calm, and confident. This allows you to focus on a solution and show the caller that you have the situation under control. When you’re dealing with a challenging call, take a few deep breaths, concentrate, and maintain a friendly tone of voice. It also helps to smile (even if you don’t really feel like smiling).
Week 3 -
When it comes to overcoming customer dissatisfaction you can play a dominant role in taking the dis out of dissatisfaction. You may not be able to control what the customer says or does, but you can control your own response. Your tone of voice, attitude, empathy, and communication skills play a major role in overcoming the customer’s dissatisfaction—and in preventing a potentially disastrous situation.
Week 2 -
Make sure you get up and move around at least a few times every day. Your brain and body will benefit from the action and the change of scenery. If you’re someone whose job demands that you’re frequently moving around, take solace from the fact that these microbreaks can help to refresh and invigorate you.
Week 1 -
Believe it or not, some stress is “good stress.” Often referred to as “eustress” (in contrast to its not-so-healthy counterpart, “distress”), good stress has an invigorating, motivating effect on people. It’s what helps us meet our deadlines, inspires quick or creative thinking, and pushes us to try a little harder. So, to some extent, we all need a little stress in our lives!
Week 4 - When planning your training, anticipate that at you will need to answer two important questions: So what? and Now what? The first question addresses the transfer of learning from the training environment to the live call floor. The second question speaks to the issue of coaching. In what ways will management reinforce what was learned so that the training will stick?
Week 3 - There will be times when a customer will make disparaging remarks or blame you for a problem. When that happens, don’t become defensive. If you just stick to the facts and focus on a solution, you’ll be able to put the caller at ease and change the direction of the call.
Week 2 - Here’s an affirmation you can use if you’re looking for a little extra help when it comes to challenging calls (and callers): “I look forward to difficult calls because they make me dig deeper into my inner resources, and they challenge me to act with grace under pressure. I know that I have the ability to overcome challenges that come my way with a positive, competent, caring, and professional attitude.”
Week 1 - Document unto others as you would want them to document unto you. There are four important criteria that should be met when documenting a tech support call. The documentation should be: immediate, clear, succinct, and complete. Keep in mind that other people have to be able to quickly and easily understand your notes.
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