I have worked for almost 63 years. I started off answering phones and setting appointments at 12 years old. I now work in the call center for United Blood Services. Customer service is the life blood of every business. We want and need happy customers. If you have ever had a bad experience with any kind of business, you know what I mean. If the experience was bad, you don’t keep it to yourself. We will tell everyone we know. So it is very important to do a good job, to resolve their issue. Get it resolved on the first call. Mainly you, want to and need to listen. Please take good notes and if necessary ask questions. Do your very best to get the issue resolved. You may need to speak to a supervisor. Do everything in your power to get it fixed. Much business comes from satisfied customers.
For 5 years I sold Saladmaster cookware. It is the best stainless steel cookware and comes with a lifetime guarantee. I met a great lady, Somsri, who became a customer. Because of the service she received she introduced me to others and the result was at least 10 more sets of cookware sold.
Many times people get into the customer service business, expecting it to be easy. What they will find is it takes a true commitment to your company as well as your customers. Sometimes there is a miss communication. Many times there are mistakes, own them and move forward. There may be times when the customer is wrong. Our job is to make the customer happy. A happy customer is just that, a happy customer. I can remember a situation where another sales representative lost a lot of business, because the owner of the company insulted a customer. Not only did she lose the sale, she also lost opportunities for future demonstrations and future sales. I know the owner got some pleasure out of treating the customer, badly. There is no way to calculate the revenue lost. I’m sure in hindsight, he wished his response had been different. Won a battle and lost the war. He also lost a good reputation with many people that he will never meet.
Smile when it is appropriate and know the difference. You must listen. If they tell you, their air conditioner is not working. Concern is appropriate, show urgency in your response.
Get all the information and do your best job. Let them know that you are on their side. Let them know when the technician can be there. It doesn’t hurt to apologize. The customer is being inconvenienced and we want them happy and we want to keep them as our customers.
At the end of your conversation, always mention something that they told you. You are validating them and they know you were listening. Let’s say they tell you they are going out of town and need to get the problem resolved quickly. You can end your call by saying, “enjoy your trip” or “I hope all goes well on your trip”. People just want to be heard, they also want to be appreciated.
Remember to Be Nice, Be Kind and Be of Service!