5 Ways to Provide Good Customer Service

Good customer service seems to be getting scarcer these days. It never ceases to amaze me as to why good customer service is so difficult to provide. I've worked as a customer service representative and it is not that difficult to be cordial, helpful and professional.

My son recently had an incident with the water company that displayed a total lack of good customer service. After speaking with four different representatives and a supervisor it was painfully apparent that none of them even had a clear knowledge of the accounts in their database. They were abrupt and totally oblivious as to solving the error. He was given four different amounts for the balance of the bill. They were all incorrect. Even the supervisor provided incorrect information.

It took from 9:37 in the morning, which was the time of the first phone call until 2:00 that afternoon to finally get the situation resolved. My son was furious and I can't say that I blame him. The whole situation left me shaking my head at the poor customer service and wondering how many people are paying utility companies for service they didn't even use.

One of the main problems with poor customer service occurs right from the gate in the training class. In many cases, the training is inadequate. Customer service representatives don't normally require extensive training but in some cases the training is decidedly lacking and representatives are ill prepared for their positions. This also explains why many supervisors are unable to solve issues or provide proper information.

Here are a few tips to help provide the best customer service possible.

Put yourself in the customer's place.

It really helps to put yourself in the customer's position. How would you feel if you were that person? Wouldn't you appreciate someone who speaks to you cordially and takes a genuine interest in your problem? You know you would, so do the same for them. If you have a problem with a bill or other issue, don't you want it solved? Of course you do. It's very simple to put yourself in the other's person's place. Once you do this you can see the situation from a different perspective. Treat the customer the way you would want to be treated.

Don't leave a customer on hold too long.

No one likes to be placed on hold for an extended length of time. How do you feel when placed on hold? Most people don't mind holding for a few minutes but any length of time beyond that can be annoying and frustrating. If you have to leave a customer on hold for any length of time keep them updated with your progress. Let them know it will take a little longer to process their request and thank them for their patience.

Provide customers with accurate information.

Giving incorrect or insufficient information only escalates the problem. If you don't have access to the necessary information, say so. Tell the customer you will try to find that information and then make the attempt to do so. Ask a supervisor for assistance. Never try to answer questions that you don't know the answers to. Don't just say you don't know and leave it at that either. Make an effort to provide the proper information. At least the customer will appreciate your efforts and you'll have the satisfaction of knowing you did your best.

Ask the customer if he has any further questions before ending a call.

It always annoys me when a representative hangs up on me before I'm done asking questions. Just because you answer one question doesn't mean the customer doesn't have more questions. Ask before hanging up. If you hang up too quickly the customer will have to call back. Don't waste their time or yours. When customers have to make repeated calls the call volume increases and the customer will have to provide his information all over again. This lowers job productivity and wastes the customer's time as well. Do it right the first time.

Try to give the customer a sense of satisfaction.

Whether I spend a half an hour on the phone or standing at the customer service counter in a store, I like to know my time has been well spent. Don't leave the customer feeling as if she wasted her time. Solve the issue and if for any reason you cannot then provide an explanation in enough detail that the customer fully understands. No one wants to feel as if his or her efforts have been all in vain. Even if you can't help the customer with their initial request perhaps you can provide an alternative. The very least you can do is provide a thorough explanation and answer questions to their satisfaction. After all, would you expect any less?