by J.B. Doyle

Created on: August 16, 2009

Providing professional and friendly customer service is actually quite easy. Most people don't want the moon; they just want good products and good service.

Representatives should be trained to really listen to customers. Many people don't actually listen; they begin to think about what they are going to say next even before the other person is done talking. Support staff should be trained to just let customers talk until they're finished.

When dealing with someone who is angry, the best method is to let them vent. Arguing serves no purpose when dealing with someone who has some extra steam to blow off. the best course of action is to wait until the customer is finished talking. Wait a few seconds, and then try to work through the issue together. Representatives should receive training for dealing with such situations.

Train your support staff on your products. Customer service should have regular training sessions to learn about new products, and to refresh themselves on current processes and materials. Product and process information should be easy to access and to understand. All practices and product information should be written down and dated. When updates occur, staff will be able to tell what's most current by the date.

Provide time daily for customer service employees to follow up with potential customers, to find needed information, and to call back those who are awaiting information. Callbacks should never be put off for long. People tend to be impatient and will find what they need elsewhere, rather than waiting for a period of time waiting for the phone to ring.

Employees should not be expected to aggressively push add-ons or upgrades. The most important part of the sale is the customer, not the amount that they can be talked into buying. Offer information on other products, but never be pushy. Hassle-free transactions will assure more business, and good word-of-mouth.

Customers should always be treated with respect and dignity. Every contact should leave a favorable impression. Support staff should utilize basic manners, such as responding quickly, thanking people, and asking if they need anything else, People need to be heard and to be believed. Representatives should never accuse anyone of lying.

Regular motivational programs and employee appreciation days will help staff remain positive and ready to provide the best service available. Customer service can be very stressful work, and providing a bit of fun and stress management will help relieve tension.

Everyone knows that the customer is not always right; once in awhile someone comes along that is extremely difficult to please. That, however, is the exception and not the rule. Customer relations and retention are vital in business. A well-trained, friendly, and knowledgeable staff is the key to success.

Learn more about this author, J.B. Doyle.
Click here to send this author comments or questions.