Basics Of Customer Service

By VanSight
 Introduction

• If you provide service to

customers, your words and
behaviors are the tools you use to
create a positive customer
perception of you and the
company you work for.

• Whether you are a novice

working with customers or a
seasoned pro, what you do and
say will affect how customers see
you. You can’t help it.

• Customers will form opinions, so

you might as well learn how to
create positive opinions. But you
need to know how to do that.

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What to anticipate?

• That’s what this presentation

will teach you about the
techniques you can use when
interacting with customers so
they will walk away with positive
feelings about the experience.

• You’ll learn about very specific

things you can do or say in all
kinds of customer interactions.
You’ll learn how to deal with
difficult customers.

• You’ll learn how to approach

customers and how to get
information from them so you
can do your job.

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 What to anticipate?

• You’ll learn to deal with

customer service problems
quickly, efficiently, and
professionally.

• Best of all, the techniques

here will fit your needs,
whether you call center
executive , serve burgers,
staff the desk in a hotel,
help people in health care
environments, or even work
in government.

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Understanding What Customers Want

• The key to customer service is

doing the right thing at the right
time.

• To be able to choose the right

techniques and to use them
effectively, you have to understand
what customers want.

• If you address these, you create

positive customer perceptions
about you and your company,
which means fewer arguments
fewer hassles and better customer
relationships.

• Next slide has a list of the most

important customer wants and
needs.

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 The List

• Problem solved effort

• Acknowledgment and
understanding choices and
options
• Positive surprises
• Consistency, reliability, and
predictability value (not
necessarily best price)
reasonable simplicity
• Speed
• Confidentiality
• Sense of importance

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Customer Service Tools and Techniques

• There are tools and techniques for every

trade and profession.

• Those in customer service are no

different, although they use less
tangible tools than carpenters and
plumbers. The tools and techniques of
effective customer service have to do
with what employees say and do with
reference to each customer.

• Top-notch customer service employees

know how to use each specific tool and
how to match tools to specific
situations.

• When you understand the tools

available and understand the basics of
customer service from the introduction,
you’ll be able to choose the right tools
for each customer service “job.”

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 Customer Service Tools and Techniques

• Above and Beyond the Call of

Duty
• Acknowledge Customer’s
Needs
• Acknowledge without encouraging
• Active Listening
• Admitting Mistakes
• Allowing Venting
• Apologize
• Appropriate Nonverbal
• Appropriate Smiles
• Arranging Follow-Up
• Assurances of Effort
• Assurances of Results
• Audience Removal
• Bonus Buyoff

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Customer Service Tools and Techniques

• Broken Record
• Closing Interactions Positively
• Common Courtesy
• Completing Follow-Up
• Contact Security / Authorities /
Management
• Disengaging
• Distraction
• Empathy Statements
• Expediting
• Expert Recommendations
• Explain Reasoning or Actions
• Face-Saving Out
• Finding Agreement Points
• Finishing Off/Following Up
• Isolate/Detach Customer
• Leveling

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 Customer Service Tools and Techniques

• Managing Height Differentials

/Nonverbal
• Managing Interpersonal Distance
• Not Taking the Bait
• Offering Choices/Empowering
• Plain Language
• Preemptive Strike
• Privacy and Confidentiality
• Probing Questions
• Pros and Cons
• Providing Alternatives
• Providing a Customer Takeaway
• Providing Explanations
• Questioning Instead of Stating
• Referral to Supervisor
• Referral to Third Party

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Customer Service Tools and Techniques

• Refocus
• Setting Limits
• Some People Think That (Neutral
Mode)
• Stop Sign-Nonverbal
• Suggest an Alternative to Waiting
• Summarize the Conversation
• Telephone Silence
• Thank-You's
• Timeout
• Use Customer's Name
• Use of Timing with Angry
Customers
• Verbal Softeners
• Voice Tone—Emphatic
• When Question
• You're Right!

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