Basics of Customer Service

Communication Skills The 7 C’s of effective communication: Completeness o Remember the five W’s as in who. where and why o Answer all questions that will make your call complete o Give extra information when desirable Conciseness o Use one word in place of phrases and one sentence in place of two o Ask yourself what material is really relevant o Avoid unnecessary repetition Consideration o Focus on “You” instead of “I” or “We” o Show audience benefit or Interest in the Receiver o Emphasize positive and pleasant facts Concreteness o Use specific facts and figures o Put Action in your verbs o Choose Vivid and Image-Building words Clarity . It is about making every possible effort for the customer. It is necessary for the customer to continue coming back to us. Customer service is when the customer is completely satisfied with the service you have provided to them.Customer Service Definitions: Customer service means listening to the customer. This has to be a consistent effort on every employee’s part to satisfy the query of a customer. fulfilling the customer’s needs. It is when you make the customer feel he/she is important and his/her business is important. what. It is where you make the caller feel as if you have been waiting just for his/her call. when. using all the tools and means available.

If the customer is angry. Sound interested by using encouraging. and don’t interrupt. VI. I. drink to pass gestures to your friend rep sitting next to you. VIII. Don’t rush. Listen to understand rather than to reply. and if you win. Try to see his or her point of view. concrete and familiar words o Construct effective sentences and paragraphs o Use figurative language Courtesy o Be sincerely tactful. etc. That only puts the customer on the defensive. V. don’t let them take control of your emotions. Be patient. Show that you want to listen. Check out your work place (cabin) beforehand and get rid of any potential listening hurdles. This is often called a “permissive environment” and this is what callers (customers) should feel when they talk to you. So the game you are playing is a tough one. VII. Put the customer at ease. thoughtful and appreciative o Use expressions that show respect o Choose nondiscriminatory expressions Correctness o Use the right level of language o Check Accuracy of figures.” And you cannot be a good listener if you talk too much. shuffle papers. conquers you. Control your own temper. who angers you. IV. Don’t argue. Keep in mind: He.o Choose precise. facts and words o Confirm for correct figures. III. eat. Give the customer as much time as he or see needs. Stop talking! You can’t listen if you’re talking. Help him feel that he’s free to talk. Lets get back to the tips. etc. . you lose. Remove distractions-don’t doodle. Good listeners know that you should listen more than you should talk. affirmative expressions (uh-huh. too. I see. facts and words Effective Listening The 10 Commandments of Good Listening Random: “Good listeners know why they have two ears and one tongue. Empathize with the customer. yes). II.

. The most efficient way to handle a call is to be accurate and brief. Speak Clearly This is obvious. just agree with him/her. Getting into a discussion or argument with the caller can lead to havoc. but still needs to be said. This encourages him and shows that you’re listening.Stop talking! You can’t be a good listener while you’re talking. Remember. Ask questions. at leisure and ease. In matters where the customer wants to one is going to hang up on you or swear at you. In places where his/her facts are going wrong. Again. so the customer can find out about the product. not everyone has perfect hearing. X. try to speak as slowly as you dare (without sounding ridiculous) for the first 20 seconds of your call. Be brief You have to not only fully satisfy the customer you are dealing with. Speak slowly There is a perfectly natural tendency to talk fast over the phone. or placing the headset mike properly and speak into it rather tan across it. Be calm and be confident. Try to make a point of holding the telephone receiver. Avoid discussion Speed and quality responses are of prime significance in a call center. You must try to resist this temptation. offer to send a brochure. You must be very particular about how you treat your listeners. Use fewer words to express an idea. but also start mentally preparing for the next call that may already be on its way. not everyone can understand certain accents. Instead. It helps develop further points. relative to his/her needs. Practical tips for how to talk on the telephone Important principles that must become second nature to you when speaking to customers.IX. None of them are difficult to understand but they will need rehearsing before you become familiar with them. We probably feel that we have to get our first few words out as quickly as possible or else our listener will hang up.

(Not in our case as of yet) Professional Approach o Be prompt in your responses and give out accurate information. o Effectively probe to get the accurate and complete information required to avoid any inconvenience to the caller at any stage. not too fast like you are in a hurry nor too slow giving the impression that you are lazy and bored o Don’t sound monotonous. o You should be well aware of any additional information to be provided. o Using value added phrases. o Don’t sound accented. (Use their name(s) or Sir/Ma’am) o Giving positive response and offering choices.Avoid jargons Always use simple words and phrases when speaking on the telephone. Jargon may come naturally to you. o Use a pace that is suitable. Let the caller know what you CAN DO instead of telling what you CAN NOT DO. Business Friendliness o Building rapport with the caller. but sounds alien and even condescending to those unfamiliar with it. bring variation in your tone to show that you are enthusiastic. . o You should possess the ability to take ownership and responsibility to guide the caller. o Go and extra mile to help the caller out. Clarity always takes precedence over slickness when it comes to giving out information. o Pronounce the callers name correctly. o Being patient and not interrupting the caller. Also remember information is information if and only if it has been verified. use a standard accent to make the caller feel comfortable. o Information sharing (taking or giving) should be carried out in a very pleasant manner. Your use of jargon will create distance between you and the caller and immediate tension will set in. Making a Perfect Impression Speech o Speak clearly so that the caller can understand you. Otherwise it is a just a useless data.

lively. dull/laid back/bored. I might remember If you involve me. irritating/angry. Rate of Speech vs. The rate of speech is a measurable factor but the emotional state of person is not. Two major factors can either make the perfect pace or break the perfect pace. I’ll forget If you show me. I will understand Value Added Phrases What I can do is…. however… .PACE Planned and Careful Expression The rate at which we speak in a certain emotional state is known as pace. Random: If you tell me. Should be an alternative to “I can’t do this…” That’s a good question… I’m sure you will be happy… The best thing to do is… I can provide you with that… I can help you with that… Is there anything else? I’m glad you asked that I understand. Smile! Take a deep breath and calm down. The rate of speech is measured in words per minute WPM and emotional state can be identified as static/silent. Emotional state Static/Silence Irritating/Angry 0 WPM Dull/Laid back/Bored 75 WPM 140 WPM Lively 170 WPM Be prepared to shift your emotional gears.

partially or unmet expectations Sloppiness Unfulfilled promises Indifference. For example. Sir/Ma’am?” “Which particular aspect are you referring to Sir/Ma’am? . having some clarifying questions up your sleeve can often help maintain your poise and retain the initiative. Remember this. try asking clarifying questions:  “In what way do you man that. if you are thrown by a sudden objective to your product. Sir/Ma’am?” “I’m not sure I understand your question. The reasons  o o o o o o o o o Frustration: Wrongly. rude.That’s not a problem at all… I’ll be happy to do that for you Tips on handling difficult calls Customers get upset because of the product or service they have purchased or subscribed for. discourteous behavior Different voices – being passed around Wrong assumption Dishonesty Incompetence Lack of attention The don’ts of handling complaints  o o o o o o o o “Its not my job” Made to wait. they are not upset on you. put on hold Getting defensive or arguing “We can’t do this” Jump to conclusions Use of technical and professional jargon Make promises you cannot fulfill Forced responses When your caller throws you off balance with an awkward or unexpected comment.

Mention your name and provide appropriate call to action.. Accept responsibility. Always answer with the specific verbiage given for an account... Sympathize. Prepare to help (ASAP) o You can satisfy most of the callers. YOU HAVE TO…  “WHAT I CAN DO IS…” “HERE IS WHAT I CAN DO…” “WHAT YOU NEED TO DO…” JUST A SECOND… HOLD ON FOR A SECOND…  “WOULD YOU BE ABLE TO HOLD” (Nothing takes a second my friend) NO yes  YES AND ALWAYS YES.Such questions will give you time to rearrange your thought and to caller a chance to explain him/herself. Begin with TAKING INCOMING CALLS 1. most of the time 5 Forbidden I DON’T KNOW  “I’LL FIND OUT… LET ME CHECK AND FIND OUT…” I CAN’T DO. A few points to remember o It’s nothing personal o Apologize. ..

Always end up the call by saying: Is There Any Thing Else I Can Do For U? (Wait for the response) Then say: Thank You for Calling Have a Good Day.2. you hear nothing on receiving the call. Incase you receive a ghost call i. If you must put the caller on hold. Rather repeat the set verbiage at least three times and then speak out: |”I am sorry but I cannot hear you. Try to answer before the third ring. 13. 14. 9. And always tell them to whom they are being transferred. preferably every 30 seconds. will make it harder for the listener to make out what you are saying. 8.e. 5. 12. Try to use value added phrases and do not interrupt the caller when he is speaking. 11. 4. Please kindly call back again”. but try take the call yourself by assuring the customer that you would handle his complaint appropriately. Rushing your speech. Your mission is to resolve any conflict peacefully. 6. Report the ghost call to supervisor immediately. Never transfer a caller without telling supervisor you are transferring the call. I guess it’s a bad line. 7. 10. to let the caller know what's happening. Do not "fight back" with a rude or obnoxious caller. How may I direct your call? Never just say "Hello?" 3. Take the calls by considering all the 7C’s of effective business communication. It is best to ask if you may transfer them. come back "at least" once a minute. do not keep a dead air during conversation and try to give short responses to the caller so that he knows your are listening to his problem with full attention. and let him know about the problem. Transfer callers only if you the caller demands for a supervisor. Goodbye . End the call by using the set ending verbiage. Speak distinctly. Do not hang up the phone straight away.

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