The first key to providing excellent customer service is listening as said by Steve Misencik. Before you can even attempt to solve the customer’s problem, you have to hear them out and make sure you understand what their issues are before you try to help them. Chances are, if a customer has made the choice to call the customer service line, they are already frustrated.
They may be expecting to be put on hold for hours only to be turned away without a solution. You can immediately break these low expectations by making the customer feel welcome and appreciated for calling in. You should try to assuage their worries immediately when you have them on the line.
Listen to the customer and repeat the issue back to them to make sure they know you understand the problem. Once you understand the problem and how to fix it, let the customer know calmly and positively that you can fix their issue with little trouble. This will confound their expectations (in a good way) and calm them down. Always keep the customer as informed as possible. Walk them through the steps they need to do to fix the problem and explain as much of what you’re doing as possible.
Steve Misencik is a client administration master working in the telecommunications industry. As a client’s delegate, he handles a wide range of specialized issues for clients, attempting to win their trust in everyday connections and after some time attempting to diminish their worries. Misencik tries to embody the sort of client administration he needs those he is accountable for to give to all clients.