TutorialModules

Customer Service

This tutorial is created to help you gain more knowledge in providing great customer service.

One of the single most important aspects of a successful business is providing good customer service. Customers will do business with people they like. Employees gain this approval by establishing a positive connection with the customer. This connection can be obtained by calling a customer by their first name, eye contact or even asking a question. Customer service is a golden opportunity to interact with customers. The following pages will go over a few areas to help you provided excellent customer service.

Telephone Personality & Phone Etiquette

Always be your best!

Proper Greeting

  1. Proper greeting of the hour
  2. Company name
  3. Your name
  4. How may I help you?

"Good Morning, Academic Advising, This is Tracey, How may I help you?"

Building Rapport with caller

  • Take notes regarding calls
  • Write down the callers name
  • Let them know if you can not hear them
  • Include their name when talking to them
  • Always repeat the message
  • Wear you smile!

Speaking Clearly

  • Speak slowly and clearly
  • Enunciate your words and stay away from sounding monotone.
  • Don't have a lazy tongue.
  • Try some tongue twisters to get you moving in the morning.
    • "Sally sells sea shells by the seashore."
    • "Rubber baby buggy bumpers."
    • "Peter Piper picked a pack of pickled peppers."

Effective Listening

Remember that you are representing your department and etiquette is very important.

Whether answering the phone or making phone calls, using proper ettiquette is a must to maintain a certain level of professionalism.

  • Prepare yourself to listen
  • Concentrate on what is being said
  • Visualize the speaker
  • Hold your tongue, don't interrupt
  • Take notes
  • Use summarizing statements
  • Use conversation cues if the caller is getting long winded
  • Listen between the lines
  • Be open minded
  • Practice positive listening habits.

Referring Phone Calls

  • Do everything practical to ensure that the caller does not have to repeat their story.
  • When transferring a phone call to another office, make every effort to "fill-in" that member about the particulars of the of the problem
  • Keep a list of name and phone numbers of potential offices and personnel you might need.
  • Keep in mind that hostile callers may be best calmed down by referring to a supervisor.
  • Make sure the Supervisor is aware of the problem and emotional state of the caller.
  • When transferring to another member, try to give some choices to the caller. Suggest, take the callers phone number for a callback or if they would like to hold. Let the caller decide.
  • When referring, try to tell the caller how long their wait will be, or what to expect. If the wait is longer than expected, make the effort to tell the caller.
  • If holding, check back with them every 30 - 60 seconds. Don't leave them hanging.

Front Desk Etiquette

  • Stay organized
  • Keep messages for each other in one location
  • Let your co-workers know what needs to be done or where you left off
  • Smile
  • Not a place to be grooming yourself
  • Come to work prepared

Wearing a Smile!

  • Wearing a smile makes you feel happier and will also brighten up the whole room.
  • Smiling will also make you feel more positive and have a feeling of well being.

SMILE

  • S - Smile increases the receptiveness of those around you
  • M - Make the guest feel comfortable
  • I - Information gathering
  • L - Learn the other person's name
  • E - Eye contact establishes credibility and confidence.

Positive Speech

  • "He's currently out of the office, May I take a message?"
  • "I'll be happy to…"
  • "I'll transfer you now…"
  • "Thank you for holding Ms. Taylor…"
  • "One moment please…"
  • "Not a problem at all, thank you…"

We hope this tutorial has been of assistance to you in your workplace. Good customer service is a manner in which will help you in many aspects of you life, on or off the clock.