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Customer Service Excellence is what every organization, large or small, is aiming to achieve. We are now all highly aware that delivering an excellent experience to all of our customers will play a large part in keeping our Customers coming back. Every telephone call is an opportunity to win or to lose Customers. Here we give some of the essential Telephone skills, techniques and best practices that will help ensure that extra positive experience for our Customers.

Begin with a Confident Welcome

First impressions count and that first impression takes 10 seconds on a telephone call! In Customer Service this means the Customer will decide “I like this person”, or “I do not want to deal with this person” very quickly. Our goal in Customer Service is to capture this call positively and to set the right tone for the call from the beginning.

We want to sound confident and welcoming. The telephone skills and techniques for doing this are -

1. Positive Posture – sit up straight in your chair and lean forward to take the call. Don’t slouch, as this will deaden your voice tone. Positive posture not only helps give you a richer voice tone, but it helps make you feel more confident
2. Greet the Customer as if you are delighted they called. Smiling on the phone really does work!
3. Get the Customer’s name and use it. Everyone likes to be treated personally, like a human being. We do this by giving our own name and by using the Customer’s name. It is important to judge which form of the name or title is most appropriate. There are rules on this, but they differ from culture to culture. For example, in Ireland we use the first name in a business-to-business setting, and we use the family or surname in a business-to-home setting. It is worthwhile to investigate the social or business norms in your specific area or culture as being inappropriate can create a negative rather than a positive impression.
4. Give a positive, definite first response. For example, ”Certainly, I’ll be happy to help”; or “No problem, I can do that for you”.  A positive first response will have a reassuring effect on your Customer.
5. Listen and use Verbal Nods to encourage the Customer as they speak. For example, ”I see; Sure; I understand; I appreciate that”. This may seem very obvious, but it is amazing how many people do NOT use verbal nods on a phone, especially in difficult call situations. Check if you do by recording a call and playing it back. If there are no verbal nods, the call will sound cold and officious.

Questions, Good Ways of asking vs. Bad

In Customer Service we often have to ask a series of questions to establish our Customer’s needs. On the telephone, we do not have the softening effect of body language and our questions can often sound unintentionally aggressive. Something simple like, ”What’s your name?” can be very aggressive at the beginning of a call. ”Could you tell me your name, please?” sounds so much better.

Always soften the beginning of the question and let your voice-tone go up at the end of the question. That way you sound chirpy and the Customer will be happy to answer. Remember to acknowledge the response by confirming back or a verbal nod – ”That’s great, your number is…”

Offer a Customer Friendly Solution or Explanation

Having established our Customer’s needs, we move to the phase of the telephone call where we are offering a solution, or giving information or an explanation to the Customer. As we transition to this phase, we often acknowledge the Customer’s issue by summarising it, and then move to introducing how we plan to address this. ”Thank you for that, Mrs Jones, you need a … What I will do now is …”.

Here are some tips and techniques for offering information or an explanation to a Customer on the telephone -

1. Use relatively short sentences with one idea per sentence. Use a step by step approach with a pause in between the steps for the Customer to catch up. ”First go to X. When you are at X, you are now going to move to the next step.”  Long, rambly instructions or explanations are very hard to follow on a telephone.
2. Use Customer friendly language. Pitch the terms you use at the level your Customer rather than yourself. Be very careful of jargon and ‘business speak ‘that is unique to your business or, indeed, your own Company. If we use these terms every day, we often assume that they are widely known and acceptable. Using them inappropriately with a Customer can also sound aggressive, like you are talking down to them.
3. Use positive definite language rather than negative language. Negative language is language with ‘not’ like ‘can’t, won’t, shouldn’t etc.’ Try to switch what you are saying round so that it will always sound positive. ”I am sorry, but we can’t have that for 10 days”  becomes ”I can definitely have that for you in 10 days”  Do not tell the Customer what can’t be done without giving them a positive option at the end. ”I am sorry, but I can’t do …; The reason is … What I can do is …”

Closing the Telephone Call Positively

In Customer Service, we want the Customer to go away with a very positive impression of us. Callers remember the first impressions, and the very last impressions.

As we move towards the close, it is good practice to summarise any agreements, and to confirm any next steps or actions. Again it is worthwhile reviewing HOW you do this, to ensure that your language is positive and clear.

We finish with a nice positive close that will ensure our Customer’s go off the phone happy.

Article Source: http://www.articlesbase.com/customer-service-articles/customer-service-top-telephone-tips-and-techniques-1008382.html

About the Author

Kate Tammemagi is a respected Customer Service Trainer and Consultant in Ireland. She has extensive experience designing and delivering customized Customer Service Courses. and Telephone Skills Programmes.

Customer Service Excellence is not just about our Customer Service people or our Sales staff, though these front line employees are critical. It involves creating a culture and a leadership structure that will empower, nurture and motivate all our people to deliver that ‘want to stay’ Customer Experience.

Customers are the judges of any organisation, and they vote with their money, or their feet. They judge the Company based on their cumulative experiences of the product, the service and the people. For example, they may evaluate the quality of the product, or its value for money. But they will also notice the car park and the ease of access, or the cleanliness of your display area. They will certainly notice the responsiveness of your staff, their courtesy and helpfulness. They will even judge your Company on the way your staff talk to each other, and relate to your Manager. It all counts!

Leadership Leads the Way

Everyone in an organisation takes their lead from the top. The Leadership are role models; they model the attitudes, values and behaviours that their staff will adopt. If the Leadership walks the talk, praises and recognises ‘going the extra mile’ for the Customer, the Customer Service Teams will feel more positive and confident in doing the same. If the Leadership demonstrate irritation or annoyance about Customers, or worse still, treats them as irrelevant to the Company, this will be reflected in the front line Teams.

What Management measure is also vital. What gets measured gets done also still stands, and Leadership needs to be measuring the right things. Think of the shop attendant who does not make eye contact, finishes stacking shelves before serving, or puts the money down on the counter instead of in to your hand. The Manager of that shop attendant is almost certainly measuring efficiency and might say he or she was being more efficient, handling more Customers in a much quicker way.

The Manager ought to be recognising that this attendant is efficiently and effectively sending Customers to the opposition!

Effective Leadership Processes and Measures

An effective Leadership will have processes to discuss, monitor and measure Best Practice with Customers. They will have project Teams seeking to find that extra 10%, that extra positive experience for their Customers. They will use tools, like mapping the Customer’s Journey through the Company, to generate ideas at each contact point – always seeking the opportunity to make life easier or more pleasant for the Customer. Quality and process improvement is top of their agenda, and they give quick recognition to employees who demonstrate valuable improvements.

Customer Service Training – Small Investment with Big Pay-off

Companies often assume that investment in Customer Service Skills Training is a waste of money! It is unfortunate that these Companies do not ask their former Customers for their view! Everyone can give examples of ‘bad’ Customer experiences that would amaze the Company Leadership. Effective delivery of Customer Service Excellence will keep Customers, and generate profits – and Training plays a key part in achieving this.

Customer Service Excellence is about processes, knowledge and behaviours. Good Customer Service Training should address each of these 3 elements, whether this is internal or external training.

Above all, training adjusts the priorities and aligns the focus of all personnel, whether Customer Service, Sales, Administration or Managers. It helps all to have a pinpoint clear focus on what they want to achieve with each Customer. They align to their shared purpose of keeping Customers coming back, and they learn the importance of their role in ensuring Company success.

Focus drives attitude and behaviours throughout the Organisation. Managers will be much more aware of desired attitudes and behaviours, and therefore will be much more likely to praise them. The Customer Care Teams will heighten their awareness to core skills and techniques with their Customers, as well as positive actions that will deliver Customer Service Excellence. Interest, support and encouragement from management will motivate them to want to perform well with their Customers. Everyone in the organisation will be singing off the same page.

Continuous Improvement and Best Practice

Customer Service Excellence is about managing, meeting and exceeding expectations. Customer Expectations are constantly changing, the bar is forever being raised. This means that Teams at all levels in the Company must respond to this by continuously seeking to identify opportunities to ‘exceed’.

Teamwork sessions held quarterly to brainstorm and generate improvement ideas are essential to achieving excellence. The Customer Care Teams themselves should be encouraged and empowered to continuously seek out Best Practice, to review and improve.

Achieving Customer Service Excellence is a continuous process that should be energetically pursued by all in the Organisation.

Article Source: http://www.articlesbase.com/customer-service-articles/customer-service-implementing-customer-service-excellence-1064041.html

About the Author

Kate Tammemagi is Customer Service Trainer and Consultant in Ireland. She designs and delivers customized Customer Service Courses and Telephone Skills Courses.

Customer service is a very important aspect when running a business. Your customers are the lifeblood of your enterprise and how you deal with them can speak for you and your company. It is impossible for an establishment to succeed if it fails to meet customer expectations. You have to keep them satisfied in order to earn their trust and attract new ones as well.

With cutthroat competition and ever-changing demands in the service industry, businesses and organizations should strive for and consistently uphold customer service excellence in order to ensure their success and survival.

Author Sophia Brooks presents fresh, new and surefire ways to achieving customer satisfaction in the self-published book, Customer Service New Rules. This book provides step-by-step ways for businesses, organizations and individuals to earn customer loyalty and attract new ones as well.

Customer Service New Rules also puts emphasis on employees, as they play a huge role in defining the quality of your business’s customer service. This Xlibris release gives employers the heads-up on how to hire the right people; how your people should deal with customers; how to deal with your people and how to motivate into becoming efficient and effective people at work.

Earning a reputation for service excellence is never easy, and achieving business success is never a walk in the park either. Customer Service New Rules hopes to help you achieve your business and organizational goals. How you keep up and commit to it depends on you, of course.

About Xlibris
Xlibris was founded in 1997 and, as the leading publishing services provider for authors, has helped to publish more than 20,000 titles. Xlibris is based in Bloomington, IN and provides authors with direct and personal access to quality publication in hardcover, trade paperback, custom leather-bound, and full-color formats.

For more information, please visit the book publisher’s website, e-mail pressrelease@xlibris.com or call at 1-888-795-4247, to receive a free publishing guide.

Article Source: http://www.articlesbase.com/book-reviews-articles/self-published-author-lays-out-new-rules-to-improve-customer-service-in-xlibris-release-1077648.html

About the Author

Xlibris is a book publisher founded in 1997 and, as the leading publishing services provider for authors, has helped to publish more than 20,000 titles. Xlibris is based in Bloomington, IN and provides authors with direct and personal access to quality publication in hardcover, trade paperback, custom leather-bound, and full-color formats.

In business, the one thing you cannot lose is your ability to form a successful relationship with your customers. Unfortunately, a lot of people seem to forget about this rule, disregarding it for other more superficial business laws.

But as basic as good customer service tips are, a number of people don’t really know how to form long lasting bonds with their clients. In fact, there are actually instances when instead of getting a customer to purchase something – or at least leave with a positive impression – they drive their customers away.

How do you suppose that happens? Well, you’d be surprised at how even the smallest and seemingly insignificant things affect customers.

Below are some good customer service tips that would greatly help you develop a more successful relationship with them.

Customer Service Tip # 1: A Smile Works Wonders.

Smiling is the first thing you can do to set any person at ease. By smiling, you are giving your customer the impression that they are welcome in your store and that you’re there to help them in whatever way you can.

Sometimes, the customer will be inclined to smile back at you. But there are also instances when the customer is not in the mood or is just a complete grouch. When you find yourself dealing with difficult customers, don’t let that smile slip off your face.

In fact, you have to be even friendlier with these types. Who knows? Your smile may just be the thing they need to perk them up.

Customer Service Tip # 2: Remember Their Names.

By remembering the names of your customers, you are giving them the attention they deserve. It pleases them that you know their name.

In the eyes of the other customers, they feel very important. Of course, you have to be careful you don’t switch names up or that you don’t shorten their names into versions they don’t like. This is especially important if you’re talking to a VIP or one of your regulars.

If you really can’t remember their name, at least remember their face. Then you can just say, “Oh, it’s nice to have you back here with us, ma’am” or “Welcome back, sir!” This way, no one would be the wiser that you actually forgot the customers’ name.

If by the end of the transaction, you still can’t figure out what the customer’s name is, ask him to sign the receipt with their printed name underneath the signature. Or ask for a calling card.

Customer Service Tip # 3: Give Them Special Discounts

One way to improve your relationship with customers is by giving them special discounts. However, if you can’t do that, at least give them some incentives.

Include them in your exclusive sales or offer them special giveaways. If you’re going to have a sale, let them be the first to know. Or if you have a special promo coming up, clue them in on that.

Customer Service Tip # 4: Engage Them In Friendly Conversation.

Dealing with customers isn’t always about making the sale or talking about your company’s product. Sometimes, it’s also about asking them about how they have been or how their last vacation was. Of course, you can’t exactly ask them about their personal lives unless the particular customers are regulars.

For first-time customers, take a look at them and try to decipher what things they are into. If you see someone wearing a cool-looking t-shirt, perhaps you could casually comment on that. The point is to make them feel more at ease with you, to make them feel like you have something in common with them.

Customer Service Tip # 5: Attend To Their Needs Immediately.

When a customer asks you about something, be sure to return the call promptly. Or when a customer emails you inquiring about a certain product, make it a habit to reply right away.

A customer will not wait for days for your reply. Even your most loyal customers would probably get frustrated at such a slow reply.

While you can’t spend every minute of your time simply answering emails or phone calls, you do have to try your best to attend to them as quickly as you can. If the number of emails or calls become too much for you to handle, perhaps it’s a good idea to outsource the helpdesk or support to dependable people.

Dealing with customers can almost be considered an art what with the way some people take it to the next level. However, don’t let this intimidate you and don’t limit your customer interaction to yes ma’am and no sir.

Having a successful relationship with your clients is very easy. By following these good customer service tips, you’ll not only do your customers a favor, you’ll also be doing your company one. After all, a company can never have too many customers. And with the way you handle each of them with care, you’ll no doubt have a lot of return regulars coming your way.

Article Source: http://www.articlesbase.com/customer-service-articles/good-customer-service-tips-how-to-build-solid-relationships-with-your-clients-1129297.html

About the Author

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The Impact of Conflict Management Training on Customer Service Delivery.  This was the title of my case study in partial fulfillment of my doctoral degree which I completed in 1996.  More on this in a moment.

Here it is 13 years later and…

In a recent survey training participants were asked what types of courses would greatly increase their effectiveness at work, and the answers were:

Leadership skills                      56%
Conflict resolution                53%
Technical knowledge              47%
Management skills                  43%
Communication skills              42%
Project mgmt skills                 41%
Critical thinking skills               40%
Innovative thinking skills         38%
Negotiation skills                     35%
Time management                 35%
Stress management               35%
Effective teamwork                33%
Computer skills                       33%    
Financial skills                         23%
None of the above                  1%

Source:  The Everything Disc Workplace Survey of 5,945 Training Participants Nationwide by Inscape Publishing (www.trainingmag.com, July/August 2009, p 11)

The source was surprised that dealing with conflict or difficult people was at 53%. 

We’re not, are you?  Today’s customers are more sophisticated and have higher expectations.  Calls coming into companies today are more complex, more complicated, and more accelerated before the phone is even answered.

After all, if we could, as customers, handle most of our questions, problems, concerns, etc. using self service which is available 24/7, we would do so.  But because self service isn’t what it should be, there is another step involved—call the company!  At this point, the customer could be frustrated, angry, upset, wasted time and/or got nowhere, impatient, all the way up to rage, and is ready to vent–and then the phone is answered.

It makes perfect sense to me that people needs skills and techniques to deal with conflict and/or difficult people.  I think of customer service as like a jukebox.  With an old fashioned jukebox, you select a record, push a button, and the inner workings of the jukebox retrieve that particular record. You can even watch it happen through the glass dome cover.  It places the record on the player, the needle drops, and the song begins.

1. No longer are you present to yourself or the customer, you have been pulled by your history toward an old event or feeling.

The first step back to the present is awareness.  If you are aware about something, you can assert control over it.  Without awareness, it stays in the unconscious or subconscious and you are at the mercy of whatever is happening.  To strengthen your awareness, pay attention to your feelings.  If you begin to feel antagonistic, take a moment, breathe, and look to see if it’s something in the present that bothers you or something ancient.  Then choose where to stay—in the present or in the past.

The second step is to implement choices.  Yes, you can always go to that old record and react rather than respond. 

Now back to my case study.  It took place at an all electric utility company in their call center and, at their request, was focused on their longest and hardest call—a complaint call—everyone’s longest and hardest call.  

The purpose of this study was to investigate the impact of Conflict Management Training (CMT) on customer service delivery.  Specifically, it asked the broad question:  What impact does CMT have on job performance and customer satisfaction in the delivery of customer service? 

This case study successfully proved that CMT reduced job tension, improved communications skills, improved empathetic responsiveness, improved job satisfaction and increased customer satisfaction, as well as significantly shortening call length. 

Specifically, CMT: 

•  Decreased job tension                                          
•  Increased communication skills
•  Increased empathetic responsiveness  
•  Increased job performance
•  Reduced the length of call by 22.3 seconds which in this study represented

a savings approximately $335,000 per year or 7 employees, and

•  Improved customer satisfaction 9.3% for High Bill calls and 7% overall  

Whether it’s 1996 or 2009, training is a necessity, not a choice, for positive impact on customer satisfaction, employee improvement, and the bottom line.

Article Source: http://www.articlesbase.com/customer-service-articles/the-impact-of-conflict-management-training-on-customer-service-delivery-1172637.html

About the Author

ROSANNE D’AUSILIO, Ph.D., industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, specializes in human performance management. providing needs analyses, instructional design, and customized, live customer service skills trainings and executive/leadership coaching. Also offered is agent / facilitator university certification through Purdue University’s Center for Customer Driven Quality.

Known as ‘the champion of the human,’ she authors 5 best sellers Wake Up Your Call Center: Humanize Your Interaction Hub 4th ed, Customer Service and the Human Experience, Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck , How to Kick Your Customer Service Up A Notch: 101 Insider Tips, Vol I & 2, The Expert’s Guide to Customer Service and tips newsletter at http://www.HumanTechTips.com

The difference between an outstanding business and a so-so business lies in good customer service. The better you treat your clients, the more your business will continue to grow. But how do you actually pamper your customers to retain them? What are the examples of good customer service?

To be quite frank, it’s easier to look at the situation from a customer’s point of view. Remove your coat and tie for a minute and step into the shoes of say, a simple father of two children. Try on the shoes of an 80-year-old customer who is a little hard of hearing. Or you can read the examples of good customer service below and learn from them.

Example of Good Customer Service # 1: Giving Extra Attention.

Sometimes, customers need extra attention. Cue in the old lady with a large handbag. This client is way past her prime and will probably walk slower than your regular customers. She might also be a little hard of hearing.

As the person responsible for attending to her needs, you’re going to have to adjust the way you walk and the way you talk. Use gestures when necessary. Walk a little slower but don’t let it be obvious that you’re making such an effort to match her pace.

Few people show consideration for their customers. Being the first one to do so will make a big difference.

Example of Good Customer Service # 2:  Minding Your Manners.

Minding your manners is essential to a successful business. Never forget to thank your customers. It’s one of the basic forms of acknowledgement and respect.

Don’t forget to say “you’re welcome” when the opportunity is presented to you either. Always remain polite to your clients no matter what mood you’re in.

If you’re not in a good mood, it might be better to re-schedule an appointment to avoid the risk of upsetting a customer.  It’s vital to know how to “disengage” from a current negative state and shift to a positive state when transacting with a client.

Example of Good Customer Service # 3: Listening to Feedback.

Customers usually have a lot on their mind, and they usually let you know about it too. Sometimes, the feedback is good. Other times, it’s negative. However, you should take all into consideration and do your best to work on all of them.

For example, Paul might complain that the lock in the bathroom cubicle is faulty. Get someone to fix the problem right away; so the next time Paul returns, he’ll see that you have made the effort to improve your facilities. Better yet, you could turn these types of situations into profitable opportunities. You can give Paul a 50% discount on his next purchase or a surprise bonus to “make it up” to him.

Taking care of your clients will take you far. These are just some of the examples of good customer service every employee should emulate. If you’re not really sure how well you’re doing, get a friend or a co-worker to help you assess the situation.

Article Source: http://www.articlesbase.com/customer-service-articles/examples-of-good-customer-service-how-to-make-your-customers-buy-from-you-again-and-again-1171906.html

About the Author

Get your FREE access to the success secrets of the world’s richest and most successful business people. Discover the 7 vital traits of successful entrepreneurs now and take the self-assessment quiz, audio, and video – for free – at http://www.expertpersuader.com/successupgrade.

In Customer Service, the outcome for the Customer and for the Company is in the hands of the professional Customer Service person. How well they perform in each contact with their Customers depends on a number of factors. Their training will have an impact, as will their knowledge, skills and motivation. One of the strongest influencer on their performance with the Customer will be their ATTITUDE.

If you are a Customer Service person, or are building a Team of Customer Service people, it is important that you work at developing the RIGHT attitude, values and beliefs. We all recognise someone with a bad attitude, someone who thinks Customers are stupid, or annoying, or someone who hates their job or their Company. These types of attitudes ensure that these Customer Service people are guaranteed to give their Customers a very bad experience.

Identifying the IDEAL Customer Service attitude is important, so that we can build this ideal attitude in ourselves and in our Teams. We call this attitude an Assertive Customer Focussed Attitude.

An Assertive Customer Service Team

In Customer Service, the ASSERTIVE zone is one of mutual respect, having a positive, respectful attitude to the Customer, the Company and to themselves.

This compares to –

• An aggressive attitude, trying to put the other person down
• A submissive attitude, feeling weaker and pushed round by other people
• A defensive attitude, feeling weak but lashing out to protect this weakness

Assertiveness in a Customer Service Team is that zone of quiet confidence and helpful competence that Customers will like and trust.

Identifying Positive Customer Focus

To identify the right Customer focus for ourselves or our Team, we again look at the place we do NOT want to be. We will compare 3 types of attitudes typical in Customer Service Teams –

1. Poor Customer Focus
2. Overly Accommodating Focus
3. Positive Customer Focus – the ideal

1. Poor Customer Focus

Characteristics of someone with poor Customer focus are –

• Thinks negatively about customers
• Thinks of THEIR OWN feelings and interests before that of the Company or the Customer
• Thinks he/she knows better and they already know what the customer needs
• Is uncomfortable with new people contacts or different types of people
• Is unwilling to handle complaints or special requests
• Does not listen well to customers and does nothing in response
• Is defensive and  blames the customer
• Is afraid of difficult situations or people and may react with aggression. They might say, you can’t handle people like that.

2. Overly Accommodating Focus

Characteristics of someone who is overly accommodating to  Customers are –

• Overly responsive to customer demands
• Negative about the Company, its organisation, its products and services
• Too willing to change established processes and timetables to respond to unreasonable customer requests
• Makes too many exceptions and does not form consistent policies, practices and processes for others to learn and follow
• Does not look for other workable options to solve customer problems and  can resort to blame game
• Has real difficulty with complaint handling
• Has long, ineffective interactions and has difficulty steering back on track
• Sides with the customer too much

3. Positive Customer Focus – the ideal

Characteristics of someone who has the RIGHT Customer Focussed Attitude are –

• Wants to serve customers, to work with them to ensure every customer has a good outcome wherever possible
• Believes in the Company and our products / service. We have something valuable to offer
• Believes that every customer and every situation is worth the effort, and the skills
• Displays sensitivity and empathy for customers
• Works at building skills and continuously improving
• Reacts to customer feedback and drives improvements
• Sees irate customers as a positive challenge to demonstrate the high quality of their skills
• Learns from their experience, continuously seeking to do/be better
• Will always seek to go the extra mile,  occasionally taking risks for customers
• Will work as a Team to continuously improve the level of service they deliver
• Takes great pleasure in success

Article Source: http://www.articlesbase.com/customer-service-articles/what-is-a-good-customer-focussed-attitude-in-a-customer-service-person-1201026.html

About the Author

Kate Tammemagi runs a Training Company in Ireland. She provides fully customized Customer Service Courses in Businesses and Call Centres.