Quality Customer Service
Páginas: 4 (786 palabras)
Publicado: 1 de agosto de 2012
QUALITY CUSTOMER SERVICE
CHECK YOURSELF: When you check yourself you are getting prepared yourself to give your best for the costumer, also you are prepared for any customer service situation.Tips to “check yourself” to give an outstanding customer service:
* Check your Customer Service Attitude: Try to think that “I can help today”. This means that you want to help, make sure yourattitude is positive for outstanding results.
* Check your Customer Service Body Language: Make your body language show that you are eager to listen to the customer. Check yourself you make sure yourbody language is showing that you want to listen. Some tips can be: Direct eye contact, Arms uncrossed, A slight nod of acknowledgement and the most important. Show to the costumer with your bodylanguage that you´re completely “engaged” in the conversation.
IRATE CALLERS: Most of the callers to a call center are irate. The other smaller part call to seek information and can be considerednot-irate.
How do we handle with them? : First of all we have to understand their minds, if someone is calling you it´s because he/she is having a problem and he is unhappy about it.
INTERACTION WITH IRATECALLERS:
Step 1: Understand FULLY what the caller is trying to say to you, listen to him and let him talk. AGREE to the caller; always be on his side, you have to try to calm down the person ifhe/she is getting angry. The moment when the caller understands that you´re on his side, his angers will be gone.
Step 2: Now that he´s calm down and you understand his problem, it´s time to SOLVE theproblem. Your caller is in a receptive mode so he is eagerly awaiting a resolution.
THE ASAP TECHNIQUE:
* Acknowledge the person´s feelings and apologize for the inconvenient they have.
*Sympathize and empathize with the caller.
* Accept 100% responsibility for the call, even if you had nothing to do with the customer´s problem.
* Be prepared to help by reintroducing yourself...
CHECK YOURSELF: When you check yourself you are getting prepared yourself to give your best for the costumer, also you are prepared for any customer service situation.Tips to “check yourself” to give an outstanding customer service:
* Check your Customer Service Attitude: Try to think that “I can help today”. This means that you want to help, make sure yourattitude is positive for outstanding results.
* Check your Customer Service Body Language: Make your body language show that you are eager to listen to the customer. Check yourself you make sure yourbody language is showing that you want to listen. Some tips can be: Direct eye contact, Arms uncrossed, A slight nod of acknowledgement and the most important. Show to the costumer with your bodylanguage that you´re completely “engaged” in the conversation.
IRATE CALLERS: Most of the callers to a call center are irate. The other smaller part call to seek information and can be considerednot-irate.
How do we handle with them? : First of all we have to understand their minds, if someone is calling you it´s because he/she is having a problem and he is unhappy about it.
INTERACTION WITH IRATECALLERS:
Step 1: Understand FULLY what the caller is trying to say to you, listen to him and let him talk. AGREE to the caller; always be on his side, you have to try to calm down the person ifhe/she is getting angry. The moment when the caller understands that you´re on his side, his angers will be gone.
Step 2: Now that he´s calm down and you understand his problem, it´s time to SOLVE theproblem. Your caller is in a receptive mode so he is eagerly awaiting a resolution.
THE ASAP TECHNIQUE:
* Acknowledge the person´s feelings and apologize for the inconvenient they have.
*Sympathize and empathize with the caller.
* Accept 100% responsibility for the call, even if you had nothing to do with the customer´s problem.
* Be prepared to help by reintroducing yourself...
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