How to Give Excellent Customer Service

Years ago, I worked for one of the best customer service providers in the credit card industry. Representatives were thoroughly trained to give - and expect - excellent service in all areas of our work. That training served me well in my work here, a position as a manager, and even now in my freelance work.

I have found that many companies do not offer adequate training in customer service, either because they consider it unnecessary or they think it will be too expensive to do so. These companies have missed the boat! However, you, the employee, do not have to. By putting these simple tips to work, you can give excellent customer service and advance your career!

Start and End With the Golden Rule
The simplest rule of good customer service is this: Do to others as you would have them do to you. (Luke 6:31, NIV) Picture yourself in this customer's situation: How would you want to be treated? What tone of voice would you like the representative to use? What outcome would you like for the situation?

Think of some good and bad situations you've been in - both in person and on the telephone. What did the representative do? What did you do? What did the situation make you feel and react? Try role-playing both the actual outcome and alternatives. Doing so can make you a better customer service specialist.

Mind Your Manners!
Many representatives overlook basic manners these days - especially on the telephone. Yet most people consider this to be the most basic of customer service "musts". Don't forget to say please and thank you, and be sure to address the consumer as "Sir" or "Ma'am". Do not ever call the customer by their first name unless they ask and you are comfortable doing so. Always maintain an attitude of friendly, helpful professionalism.

Be Empathetic
Care about the customer's situation (or at least act like you do). Angry, depressed, or just plain crazy customers will end up on your phone line - I guarantee it. When they call, take the time to listen to them - no matter how angry, depressed, or disturbed they are. That doesn't mean that you have to take abuse, or that you need to spend all afternoon on the phone with someone. It does mean that you should be able to actively listen as someone's speaking. This involves asking intelligent questions that get to the heart of the problem that they have with your company. Once you've determined exactly what they need, resolve the problem to the best of your ability and go on.

Sometimes you can solve the problem. If it's your company's fault, treat it as if it were your fault personally. If the customer is angry because he was charged incorrectly, fix it immediately, with apologies. If you're able, give him a little extra for his trouble. If she's unable to pay this month because her husband passed away, waive the payment. (Do, however, watch for multiple deaths. There are people who make this up!)

Other times, you can't solve their problems (no one can). When I worked at the credit card company, I had a caller who said he was unable to pay one month due to depression over Princess Diana's death. Errr... sorry. I did listen to him for about ten minutes, and suggest that he make weekly payments that actually had him fully paid up before his due date. He was thrilled that we'd allow him to do that, and so long as his payments arrived on time, the Credit department wasn't going to care. Everyone ended up happy.

Be Competent and Efficient
Work quickly. A big part of good customer service is getting the customer off the phone quickly. Remember, these days many people use cell phones, and are being charged by the minute! If you must keep someone on hold more than three minutes, check back with them to let them know they haven't been forgotten. Give them a realistic expectation of how much longer they may need to wait. Give them an alternative to waiting, such as a callback or email.

Double-check your work. There's nothing worse than being told, "It's been done", and then finding out later that it wasn't done at all. Make sure the customer has your name and contact information in case they need to check back regarding anything.

Offer What the Customer Needs
As you work, if you notice services the customer may benefit from, or see that they have services they don't need on their account, be sure to let them know. Think, "up-sell", but speak, "service". You, the specialist, are taking good care of your customer! Although most customers understand that you are selling them something, they don't mind IF you take the time to offer them something that is truly valuable to them.

This takes a bit of practice at first. You need to get to know your customers and what makes them tick. You need to be able to quickly scan an account while you are on the phone and see what they have and what they might benefit from the most, and then offer it to them naturally. Keep good records, so that you're not offering the same thing each time. Remember - offering what the customer needs is the essence of good customer service!

Following these simple guidelines will build your job skills, please your customers, and increase your performance ratings!

Scripture taken from the HOLY BIBLE, NEW INTERNATIONAL VERSION®. Copyright © 1973, 1978, 1984 by International Bible Society. Used by permission of Zondervan Publishing House. All rights reserved.