The Basics

Call Center Customer Service

by Stephanie Orange

op surfing and socializing and

Focus

n your customer

ont be

distracted

Make a good

First Impression

ything you would expect and want to your

u would for yourself

customer

lcome them with your tone and greeting

Let them hear your smile

biarkan org lain mendengarkan senyum
anda

isten

actively

acceptance responses so they know you are listening

critical elements so they know you understand

phrase to confirm understanding
larifying questions when necessary

at all

menggunakan respon penerimaan sehingga mereka

tahu bahwa Anda mendengarkan mengulang semua
elemen penting sehingga mereka tahu Anda
mengerti?? parafrase untuk mengkonfirmasi
pemahaman? mengajukan pertanyaan klarifikasi bila
diperlukan

Be

prompt

swer the phone with the designated amount of rings.

ime is valuable, dont be slow

Youre not a

turtle

o have a sense of

URGENCY

athize with their problems, treat them as your own, and they are impor

If you

dont know

It is okay, its not the end of the world.

No one knows everything

But NEVER, EVER say that you

Its our responsibility to get the answers

they need.

ats

frustrating!

When we say we do not know the answer it is a dead

end to the user.

Use all of your TOOLS

Use your resources: your knowledge base, internet, y

Subject Matter Experts, your co-workers, and anythin
else you need to in order to get them their answer.

Because you need to

Find out

Its the only reason were her

nd

call them back

Promptly.

Dont leave them on

theyre

waiting

for

yo

so tell them what to expect (research, calling someon

When
theyre

MAD

They are just upset about the problem

Dont take it

personall

Even when it sounds like they are mad at

you

y just need their

problem fix

Remember: Its why they calle

Dont be

afraid

ave all been there & walked the same roads.

to ask for

ont have the answer for everything, so ask someone

p you when you need it.

from your

manager

or seek

from your co-workers

Sometimes you need

tribal knowledge

to
Diagnose

After you ask all the

right questions

fix

or
their problems

Were responsible to fix

certain things on the

first conta

Remember to
Document well

very important for yourself, the customers

metimes others that may need to fix the issue

s are

eck that there arent

missing piece

Give your notes a good review to make sure you havent

missed any important bits of information. Fill in any pieces
that need clarity.

Keep

Smiling

ild a good customer relationship.

eate a devoted customer.

e confidence

in

yourself
Youll do better than
you think.

and a good

attitude

because you

Can Do I

by

Delivering
on your promises

mers will remember when you make a promise, so always

r what you say you will.

Dont forget

To have

ke a deep breath. Sometimes they

nt know, so you have to teach them.

Say
Otherwise you may sound
demanding and impatient.

and
Because everyone likes to be thanked.

Always
Go the

extra mile

It helps to create the devoted customer

that wants to come back.

Be prepared

a long and winding ro

(sometimes)

 and one last thing

make them happy they called

there anything else I can help you w