7 Tips to Deal with Customers
The money smarts blog Wallet Pop recently constructed a post entitled 7 Tips to Becoming a Customer Service Ninja.
These tips focused on how to navigate the jungle of a call center and bring the representative around to the consumer’s side in order to negotiate deals and strategically adjust certain polices.
Now there’s nothing wrong with such ideas, and in many cases, can be useful and are more than understandable. However, it is the job of the service representative to demonstrate behavior outright and be proactive in offer consolations when appropriate.
Here are 7 tips for dealing with issues on the corporate side of the phone line.
1. Offer any applicable discounts or promotions that currently exists.
2. Keep your attitude positive, professional and in alignment with your company image.
3. Be empathetic
4. Remember any anger or frustration expressed is NOT personal
5. Know your company and policies inside-out, along with the reasoning behind them. Also have a strong awareness of when you can bend or tweak accordingly, and don’t hesitate to see a supervisor’s opinion the more ambiguous the case.
6. Know the customer’s limits and what they’re sensitive about by listening and asking important, specific questions. Be willing to work around these in order to avoid the point of no recovery.
7. Be confident and steadfast. Short of your life being threatened, no matter what the circumstances, never give-up or lose patience.
Bottom line- always be well prepared, remember it’s not personal and never forget you are constantly projecting the image of your company.
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