The Secret to Perfect Customer Service
As a Customer Service Supervisor for more than eight years, I've handled the worst kind of customers and trained my share of Representatives. The truth is, contact with a Rep is often the deciding factor between keeping and losing your best customers.
The following are a few simple rules for providing Perfect Customer Service:
1) It goes without saying that product training is the most important aspect of good Customer Service. Spend time making sure your Reps know all the answers and can explain them well. Keep them in the know about changes in policies as well a products.
2) Teach Reps to be good listeners. Never interrupt a customer even if he's angry. If he is allowed to get it off his chest, he'll be more receptive to the solution.
3) Require that your Reps take notes. A busy Rep means forgotten requests and an unreturned call equals a lost customer. It also assures the customer that the Rep is listening.
4) Teach them to slow their speech a little when answering questions. Statistically, people cannot hear and process information as quickly as others speak. This trick also keeps the Rep from having to repeat instructions.
5) It might not be fair to other employees, but pay them well and give your Reps more breaks even if it's just a switch in duties. Learn to spot the signs of stress (raised voices, clinched fists, tightened jaw muscles, etc.) and offer time to adjust. They'll handle the next customer better and work for you longer, which in turn keeps you from having to spend all your time training new Reps.
How do your find good Reps? Give them a test before you hire them. Actually, this can be done by phone which saves your Human Resources Department a great deal of time. Ask a series of questions, then ask something like, "A customer calls to complain that he didn't receive the literature you promised to send a week ago. You're positive you sent it, so how will you resolve the situation and explain the error to your supervisor?"
The answer you're looking for is the one that takes care of the customer's needs first. The explanation to the supervisor is virtually unimportant, yet you'll gain some important insight into the prospective employee's thinking and priorities.
by Marti Talbott, author of:
"A Shattered City - Earthquake in Seattle"
www.carsonbooks.com
Written by: Marti Talbott
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