Acknowledge the problem

[sami]

“I want to thank you for your patience with this…”
Secret #4: Prevent a customer who is having a problem from becoming a problem customer
A big part of a customer service rep’s job is to handle customers who are having a problem. From a company stand point, the key to dealing with these customers successfully is to prevent a customer who is having a problem from becoming a problem customer.

Here’s how you create a problem customer:

Don’t acknowledge their problem or urgency of situation
Don’t empathize with them
Pass them off to voice mail
Don’t update them on the solution
The key to preventing problems from escalating? Be proactive.

Proactive steps to follow:


Empathize with the customer
Clearly lay out the next steps for the customer
Regular contact with the customer in need of service
Update them on the progress of the solution
Check back to make sure the problem is solved to their satisfaction
Secret #5: Focus on building a relationship rather than making a transaction
What would you say is the most important aspect chinese overseas australia database of any relationship? We believe that trust is essential to developing an atmosphere of caring and competent support.

And how do you build that? By consistently & courteously guiding your customer through every step of your interaction with them.

The Opening

Make your customer feel welcomed with a warm opening:

“Thank you for calling (Your Company) today”
“It’s a great day at (Your Company)…”
“Good afternoon, this is (Your Name) with (Your Company), how can I help you today?”
The Middle of the Conversation

After your customer has stated their problem or the reason for the call, reply with: