Customer service is the backbone of any good business. And any crappy business. People rarely go out and tell all of their friends how they had the best customer service ever. If you get what you expect, you don't notice it. However, if your service somewhere is horrible, it spreads faster than mono through a middle school.
So...because everyone works in the customer service department, regardless of your job description, here are some tips to help you out:
- Smile and be friendly, especially when the person you are helping is not. It will drive them crazy.
- If your customer calls you a moron, readily agree with them. At least you will both be in agreement on one thing.
- Always hang up with a smile, regardless of whether it is because you are truly happy or because the guy on the other end is not the sharpest tool in the shed.
- Always, I repeat, ALWAYS make sure the phone is on hold before you start laughing at their question.
- If you aren't 100% sure of the answer, make sure you give them someone else's business card.
- Don't say "What?" more than three times, after that, you just seem rude. Instead, smile and nod.
- Don't give them a blank stare, even if they deserve it. Instead, muster up a few "I see" and "Okay" comments. It makes them feel engaged in conversation.
- Always offer a suggestion to their problem. If they don't want one, then they shouldn't have come for help.
- Even when they are wrong, don't gloat that you knew the answer.
- No customer is ever an inconvenience. At the very least, they are someone who makes the good customers be appreciated!
