Customer services: This is one of the most agents in any operating company for its free and fair operation. Most customers in one way get stuck in their transactions and without well customer service a company may end up losing them. They offer advice, safe handling of products thus giving an industry the liveliness of its products.
Understanding of various products, maintaining, performance and handling is reached by the use of customer service. It has to a call of every company operating in the world market to ensure that it has a functioning customer service for it get a large piece in the world market. They also offer advertisement services for aware of the product in the market.
Friday, March 18, 2011
Monday, March 7, 2011
The Seven Deadly Sins of Customer Service
Committing the following 7 deadly sins of customer service will ensure that an angry customer you have on the phone with you will take the situation from bad to much, much worse. Learn these deadly sins so you can avoid them
"You're wrong!" Never say this to a customer. Sure they might be -- they probably are wrong. But do you think the conversation will go in the right direction by voicing your opinion of whether they are wrong or right? Tell them they are wrong and already the defensive wall they've erected will go immediately higher.
Ever try to argue with an angry person? Does it resolve anything? Then why do it with a customer? Arguments always end with two losers and no winners. You don't want to be right with a customer, you want to be helpful. Don't pour gas on a fire to put it out.
Ready for another deadly sin? How about telling an angry customer to calm down? Have you ever been told to chill out when you've blown a gasket? Does it work? It is better for you to calm down, or stay calm if you already are, so that you can stay in control of the situation and guide the angry customer to where you are in the conversation.
After problems are uncovered through talking with an angry customer, you'll make matters worse by not apologizing and being sincere about it. Saying you are sorry about a problem doesn't mean you are admitting to causing the problem. An apology given sincerely expresses regret.
There is nothing worse than a customer service representative, when facing an angry customer, raising his or her voice. Just because your customer is yelling doesn't mean matters will be improved by raising your own voice. This isn't a vocal contest or a shouting match for prizes. You will communicate better, and with more confidence if you steer clear of the loud voice routine and remain calm and composed.
When you have an angry customer on the line, the best thing to do all around is to let him or her vent. Think of a volcano erupting. Would you want to go to the volcano and try to stop the eruption? No, you let it vent, blow off steam, until it loses strength and settles back down. Then you deal with it if necessary. Same with an angry customer. By allowing the customer to blow off steam and lose strength, you can then come in and solve the matter in relative calm.
The worse deadly sin of all is to tell the customer, "Unfortunately there is nothing I can do for you." You don't ever want to tell a customer that this is the way it is. Do your best to find out what you can do for the customer. Look for options, or ways to help. Your effort will be appreciated even by the angriest of customers.
"You're wrong!" Never say this to a customer. Sure they might be -- they probably are wrong. But do you think the conversation will go in the right direction by voicing your opinion of whether they are wrong or right? Tell them they are wrong and already the defensive wall they've erected will go immediately higher.
Ever try to argue with an angry person? Does it resolve anything? Then why do it with a customer? Arguments always end with two losers and no winners. You don't want to be right with a customer, you want to be helpful. Don't pour gas on a fire to put it out.
Ready for another deadly sin? How about telling an angry customer to calm down? Have you ever been told to chill out when you've blown a gasket? Does it work? It is better for you to calm down, or stay calm if you already are, so that you can stay in control of the situation and guide the angry customer to where you are in the conversation.
After problems are uncovered through talking with an angry customer, you'll make matters worse by not apologizing and being sincere about it. Saying you are sorry about a problem doesn't mean you are admitting to causing the problem. An apology given sincerely expresses regret.
There is nothing worse than a customer service representative, when facing an angry customer, raising his or her voice. Just because your customer is yelling doesn't mean matters will be improved by raising your own voice. This isn't a vocal contest or a shouting match for prizes. You will communicate better, and with more confidence if you steer clear of the loud voice routine and remain calm and composed.
When you have an angry customer on the line, the best thing to do all around is to let him or her vent. Think of a volcano erupting. Would you want to go to the volcano and try to stop the eruption? No, you let it vent, blow off steam, until it loses strength and settles back down. Then you deal with it if necessary. Same with an angry customer. By allowing the customer to blow off steam and lose strength, you can then come in and solve the matter in relative calm.
The worse deadly sin of all is to tell the customer, "Unfortunately there is nothing I can do for you." You don't ever want to tell a customer that this is the way it is. Do your best to find out what you can do for the customer. Look for options, or ways to help. Your effort will be appreciated even by the angriest of customers.
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