Training for Stellar Service

Stellar Customer Service Skills:

Etiquette

CSR etiquette: Introducing yourself and treating customers politely, responding with “please”

and “thank you Mr. or Ms., Mrs. Samson”, are all necessary for a competent customer service

person to use on the job. This also includes introducing the customer to other CSR personnel if

it is necessary to bring them into the conversation to help. It also means asking permission to

put a customer on hold or to access other data while they wait. Refer to them by name if at all

possible to personalize the transaction.

Active Listening- Active listening occurs when the CSR does not interrupt or finish the

customers’ sentences but instead asks for corroboration when the customer has finished

speaking.

Ex: CSR: Let me see if I understand you correctly. You said you are frustrated because

the product you in fact ordered was not the same product that arrived? Is that correct?

[Remember not to interpret what the customer said but repeat back what they did say.]

The Golden Rule: Treat the customers as you would want to be treated. This includes

etiquette. Treat customers politely responding with “please” and “thank you” as well as

introducing them to other CSR personnel if it is necessary to bring them into the conversation to

help. It also means asking permission to put a customer on hold for instance.

Have at the ready any information that the customer might want to know: Are there any sales

coming up? Could the customer benefit from a particular week of discounts? Would it be

cheaper for the customer to purchase an item or items in a more efficient manner? If you cannot

help them make sure you know who can and direct the call or inquiry quickly while reassuring

the customer that you will stay on the line until the other person who can help them is on the

line.

Take an irate customer as a challenge: Take on their problem as a challenge. Can you not

only assuage this irate customer but convert them to be a loyal one for the future? To reduce

the volatility of the situation, first reassure them that you are going to get their problem fixed so

they need not worry. Follow the anger de-escalation steps as seen below. Then ask them to

describe their most crucial problem first.

De-escalate Customer Anger by:

1. Empathize with the customer concerning their problem and apologize if in fact there was an error made by the company.

2. Reassurance: Let them know that the two of you are going to find a solution.

If they are yelling, let them know you understand that they are angry, but that you are there to resolve the problems. Ex: “I can understand you being angry about this experience. First I need to ask you some questions to better understand what is happening from your standpoint. Then we will find a solution together. Does that sound alright to you?”

3. Get information and look for accessible information and share every step you take with the customer.

4. Let customer make suggestions and share the resolution experience.

5. Keep them informed of your progress and reassure them that there is something positive that can be done to resolve the problem.

6. “Under promise and over-deliver”. This popular saying is correct. Promise to correct whatever the promise is and then give your customer more than that.

7. If you cannot help them be candid with them and say so and then let the customer know you are going to escalate the issue to get more help at a higher level. If at all possible keep them on the line while you do this after asking their permission. Then introduce them to the new customer service contact who will help them and give them the issue number, a succinct description of the issue and any other pertinent data needed to resolve the issue. The first thing the second CSR should do is say that they are glad to help and ask if they can have the customer’s preferred call back number in case of being disconnected for any reason.

Reach out for help: If you do not know how to help the customer make sure you know who

does. In some cases there is a Supervisor either at the call center or on call. If there is another

call center’s CSR personnel that work for your company you can contact for further help,

develop relationships with those CSRs you encounter at their center that perhaps work the

same shift as you and that you know you can rely on for help. Express appreciation for their

help and develop a professional relationship with them. Either ask the customer if you can put

them on hold for a few moments while you access additional help before contacting the other

CSR, or tell the customer that you are going to stay on the line but will be connecting them to

someone who can help resolve the issue. Then when the other CSR is on the line, introduce

them to the customer and the problem. Make sure that the customer is satisfied completely with

the resolution and if you can build more value add possibly some extra points to a rewards

customers card if allowed by the company or some similar gift for their patience.