customer service-fundamentals-1214944405396582-8[1]
TRANSCRIPT
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The BasicsCall Center Customer Service
by Stephanie Orange
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Focus on your customer
Don’t be distracted
Stop surfing and socializing and
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Make a good
First Impression
Be everything you would expect and want to your customer as you would for yourself
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Let them hear your smile
Welcome them with your tone and greeting
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Listen activelyuse acceptance responses so they know you are listening
repeat all critical elements so they know you understand
paraphrase to confirm understanding
ask clarifying questions when necessary
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Be prompt
Answer the phone with the designated amount of rings.
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You’re not a
turtle
Time is valuable, don’t be slow
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So have a sense of URGENCY!Empathize with their problems, treat them as your own, and they are important!
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If you don’t know
It is okay, it’s not the end of the world. No one knows everything…
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But… NEVER, EVER say that you…
It’s our responsibility to get the answersthey need.
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That’s frustrating!
When we say we do not know the answer it is a dead end to the user.
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Use all of your TOOLS
Use your resources: your knowledge base, internet, yourSubject Matter Experts, your co-workers, and anythingelse you need to in order to get them their answer.
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Because you need to…
Find outIt’s the only reason we’re here
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and call them backPromptly.
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Don’t leave them on HOLD Ask permission & keep an eye on the clock. Don’t leave them waiting!
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they’re waiting for youso tell them what to expect (research, calling someone, etc)
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When they’re
MAD
They are just upset about the problem
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Don’t take it personallyEven when it sounds like they are mad at you
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They just need their problem fixedRemember: It’s why they called.
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Don’t be
afraid
We have all been there & walked the same roads.
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to ask for
You won’t have the answer for everything, so ask someoneto help you when you need it.
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from your
manager
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…or seek
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from your co-workers
Sometimes you need
tribal knowledge
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Diagnoseto
After you ask all the
right questions
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or fix their problems!
We’re responsible to fix
certain things on the first contact!
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Document wellRemember to
Case notes are very important for yourself, the customers
and sometimes others that may need to fix the issue.
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Check that there aren’t
missing pieces
Give your notes a good review to make sure you haven’t missed any important bits of information. Fill in any piecesthat need clarity.
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Keep Smiling
Build a good customer relationship. Create a devoted customer.
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Have confidence in yourselfYou’ll do better thanyou think.
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and a good attitude…
because you Can Do It!
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by
Deliveringon your promises
Customers will remember when you make a promise, so always deliver what you say you will.
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Don’t forget
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To have
Take a deep breath. Sometimes theydon’t know, so you have to teach them.
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Say
Otherwise you may sounddemanding and impatient.
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and
Because everyone likes to be thanked.
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Go the extra mile &
Always
It helps to create the devoted customerthat wants to come back.
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Be prepared for
a long and winding road(sometimes)
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… and one last thing …make them happy they called
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Is there anything else I can help you with?