by Andrea Snyder

Created on: December 22, 2008

Customer Service 101

Tip #1 - Before you enter this field of work, ask yourself, "Is customer service really for me?" Great customer service takes patience, understanding, empathy, a high level of professionalism, etc.

Tip #2 - When accepting calls, try not to have the customer repeat themselves. Take notes and jot down pertinent information, if necessary. Be attentive and responsive and avoid dead silence. Prevent customers from having to say, "Are you still there?" Allow customers to speak without interruption. When assisting the general public, give eye contact and service with a smile.

Tip #3 - Be genuine. Skip the "phony, robotic" approach.

Tip #4 - Do not initiate personal conversation. If a customer engages in personal dialogue, remain courteous and in control of the call. If you have a customer standing in front of you, then it may be a bit more challenging. Just try and keep them on track. While it is perfectly fine to be friendly, keep in mind, the task at hand.

Tip #5 - If you lack knowledge in a certain area, consult with a more experienced associate or someone in management. By no means should you ever falsify or give inaccurate information when you are not sure of how to answer an inquiry.

Tip #6 - When taking complaints, there are customers who may yell and scream and even worse, resort to using profanity and/or vulgar language. Try not to take this personal. Remain calm and deal with escalated situations in the most positive manner possible. Stay focused on the goal, which is to satisfy. This is not always easy, believe me! But keep in mind that any action taken on your part, directly affects not only you, but your company.

Tip #7 - Be empathetic, but neutral when taking complaints. You are working not only your customers, but also for your clients.

Tip #8 - Have a can-do attitude. Your willingness to assist and go above and beyond will never go unnoticed.

Tip #9 - Continue to practice good habits and look for ways to improve your customer service skills. Ask for feedback and suggestions from management.

Tip #10 - Exude confidence, friendliness and professionalism. If you are in a bad mood, NEVER take it out on the customer. We all have bad days, but to be successful in this industry or any other one for that matter, you must be able to turn off any negative energy that will hinder you from producing the best possible results.

And lastly, remember this if nothing else:

Give the type of quality service that you would expect to receive if you were a customer.

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