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.

As a technical support professional, there will inevitably be times when you have to escalate a call to a supervisor or colleague. Typically, a call is escalated when the tech support rep handling the call doesn’t have the answer the customer needs or when the customer’s attitude makes it difficult (or impossible) to reach a satisfactory conclusion to the call. If and when you do have to escalate a call to someone else in your organization, don’t view it as a failure. You are doing exactly what’s necessary to best serve both your customer and your company.

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.

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!

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?

Click here for the current customer service tips.