Let’s discuss some basic customer service tips:
- Address customer by name. That’s important. Also there are some first and second names which you will find difficult to handle. Like Mr. Bagger or Mrs. Esshole (don’t laugh, I came across such names while analyzing
database). You can change the sound of the word and express it differently…like Mr. Bayygeyear or Mrs. Awsssol. Believe me, it helps. - Don’t sound mechanical. I know it’s difficult after 45 calls in a shift. But you can always try.
- Don’t vomit the sales pitch as it is written. Try some innovation. Engage him/her in conversation. Take clue from available data. Act like Watson (if not Holmes!!)
- Personalization helps. In stead of talking to an unknown unnamed customer service agent, customers feel comfortable speaking with someone already they have spoken with. Not meant for auto dialer call centers though
- Make them feel important. Not with your words, but with your works
- Try to serve, please and exceed their expectation.
- Seek feedback from your customers. You never know, he or she may have come up with some real honest feedback which a market research company your organixzation has commissioned may never find out.
- Keep them in the loop. Product development, new products launch, up gradation in the process, they should know.
- Be transparent. I know it’s difficult, don’t divulge the real ugly things, just try to be honest and reveal safe ‘secrets’ about the product or service.
- Thank your customer. They call us and we reply or we reach them to meet our target or to sell new things. Go beyond that and establish a relationship. Letting your customers know that they are important always help.
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