The Secret to better Customer Service
by Marti Talbott

As a Customer Service Supervisor for more than eight years, I've handled the
worst kind of customers and trained my share of Representatives. The truth
is, contact with a Rep is often the deciding factor between keeping and
losing your best customers.

The following are a few simple rules for providing better Customer Service:

1) It goes without saying that product training is the most important aspect
of good Customer Service. Spend time making sure your Reps know all the
answers and can explain them well. Keep them in the know about changes in
policies as well a products.

2) Teach Reps to be good listeners. Never interrupt a customer even if he's
angry. If he is allowed to get it off his chest, he'll be more receptive to
the solution.

3) Require that your Reps take notes. A busy Rep means forgotten requests
and an unreturned call equals a lost customer. It also assures the customer
that the Rep is listening.

4) Teach them to slow their speech a little when answering questions.
Statistically, people cannot hear and process information as quickly as
others speak. This trick also keeps the Rep from having to repeat
instructions.

5) It might not be fair to other employees, but pay them well and give your
Reps more breaks even if it's just a switch in duties. Learn to spot the
signs of stress (raised voices, clinched fists, tightened jaw muscles, etc.)
and offer time to adjust. They'll handle the next customer better and work
for you longer, which in turn keeps you from having to spend all your time
training new Reps.

How do your find the best Reps? Give them a test before you hire them.
Actually, this can be done by phone which saves your Human Resources
Department a great deal of time. Ask a series of questions, then ask
something like, "A customer calls to complain that he didn't receive the
literature you promised to send a week ago. You're positive you sent it, so
how will you resolve the situation and explain the error to your supervisor?"

The answer you're looking for is the one that takes care of the customer's
needs first. The explanation to the supervisor is virtually unimportant, yet
you'll gain some important insight into the prospective worker's thinking and
priorities.

Marti Talbott, author of:
"A Shattered City - Earthquake in Seattle"
www.carsonbooks.com