Anyone who is involved in customer service has probably been amazed at some point by the customer’s assumption that we have all the time in the world to deal with them, that we are sitting at empty desks just waiting for the phone to ring!
Here are some tips which might help you to manage your time better, while maintaining the illusion that they are the only customer who needs your help!
1. Stand up when you answer the phone. For some reason you will come across as more business-like and will probably finish the conversation quicker than you would sitting down.
2. Similarly, if you are meeting face-to-face, stand up as the customer enters the room. You will have greater difficulty in ending the exchange if they sit down.
3. Open the conversation with “How can I help you?” rather than “How are you?” to direct them straight to the point.
4. Don’t be afraid to tell them if you have a pressing deadline. Explain that you are just about to go into a meeting, take their contact details and agree a realistic time when you can ring back, remembering to allow plenty of time for contingencies.
5. If they are rambling, simply say their name politely but assertively – this will make them pause so you can interject to summarise and wind-up the conversation, to avoid later misunderstandings.
It is perfectly possible to practise all these suggestions in a courteous way which will help both you and your customer to have a pleasant and constructive exchange.
Andy Britnell’s training and coaching products maximise the potential of your staff and cut out the unnecessary costs incurred by low morale, high turnover and repeated recruitment.
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Author: Andy Britnell
Article Source: EzineArticles.com
Provided by: Canada duty rates
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