Remember the story about the librarian who said it would be easy to keep the library in order, if only people didnt keep checking out books? Too many customer service reps convey the impression that customers are an inconvenience.
What kind of impression do you leave with customers? Are you friendly, helpful and professional? Or do you treat customers like interruptions?
Customers sense your annoyance and impatience, and they resent it. So take steps to project a more positive image. Start by mastering these techniques:
Stop saying have to when serving customers.
That implies that you dont want to help them but that you dont have any choice. Example: Instead of saying Ill have to check with shipping, say Ill be glad to see if shipping can accommodate your request.
Tell people what you will do, not what you will try to do.
Customers want you to solve their problems, not to make a half-hearted effort on their behalf. Example: Dont tell a customer Ill try to find out where your order is. Tell the customer Ill track down your order and call you right back.
Say what you want to do.
Use I want to to describe the positive outcomes you envision. Example: Replace Id hate to give you the wrong information with I want to double-check these facts.
Banish all or nothing words and phrases.
Customers dont want to hear Thats impossible or No way. Sometimes, customers come to you with challenging requests. If you have to go above and beyond for customers, do it. But its OK to let them know that theyre receiving special treatment. Example: Meeting your rush delivery deadline will require some special effort, but we can do it.
Listen to your own internal dialogue.
You cant maintain a positive image if you constantly bad-mouth yourself. When comments such as I cant do this! run through your head, delete them immediately. Replace such self-defeating beliefs with encouraging statements. Examples: My friends always tell me how easy I am to talk to. I know that I can do anything I set my mind to.
Staying upbeatwhether youre serving customers face to face or by phoneis essential to great customer service. Not only will customers appreciate your new attitude, you will gain others cooperation, accelerate your career progress and enjoy more fulfilling, successful relationships.
Improve your customer service department with ease: Order Meetings-in-a-Box: Customer Service. This brand-new customizable product provides you with everything you need to train customer service representatives so that they excel in your organization. To learn more about this valuable resource and all the other training tools and newsletters Briefings Publishing Group offers to help businesses thrive, visit http://www.briefings.com
J. Ford is the Editorial Director for Manager's Edge, Organized Executive, Team Management Briefings, Trend Letter, Communication Briefings, American Speaker and Leadership Strategies. These newsletters are published by Briefings Publishing Group. To learn more visit:
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