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Free Website Content - The Importance of Customer Service
The Importance of Customer Service
By Sharon Housley
The phrase, "the customer is always right,"
is an age old adage. When you work with others all day that
concept can be a bit frustrating. Customers come with a
host of concerns, questions, and expectations. They often
also come with bad attitudes, frustrations and complaints,
which the customer service representative gets to work out.
Because people call when they need something or do not like
something rather than when they want to compliment and praise,
the process of helping them can be difficult. Feelings of
frustration after a string of difficult people are common
and understandable. On the other hand it is the customer
service representative who is responsible for diffusing
problems and answering questions with a smile (yes you can
smile on the phone and it will make a difference). Because
the customer service representative is the only, or one
of the few contacts that an individual may have with a company,
it is important that that person has a positive experience.
A positive experience will keep them happy and coming back.
By identifying challenges for the customer service representative,
solutions are given to help them increase skills in helping
others, which will increase customer satisfaction.
One of the challenges with working with people
on the phone is that there in not face to face communication.
A lot of understanding others comes from seeing their facial
expressions, tightening or relaxing of muscles and body
language. Because this is not possible on the phone, listening
skills are important to be able to understand others without
seeing them. People seek to be understood. What is said
and how it is said gives feedback , whether good or bad.
Positive feedback allows for the customer to feel understood.
One way this is done is by giving non-verbal communication.
Such things as nodding the head, smiling and giving eye-contact
all communicate that you are listening. When the conversation
is on the phone, giving positive feedback is still possible,
but it is done a little differently. Making such comments
as, "I see", "um-hum", "OK" all let the person know you
are listening as well as the tone of your voice being comfortable
and positive. Another important technique is restating what
you understood them to say. "So, what you are saying is..."
and fill in what the concern is, problem with a product,
etc. In order to help them you need to fully understand
their problem.
Another challenge with helping and working
with others is that respect may not be mutual. Their tone
may be harsh and they may attack and accuse. One helpful
reminder is to recognize that they may be going through
a difficult situation. A death, loss of job or relationship
problem all can shorten a person's patience and temperament
when a problem comes up. All though these are not your problems,
if you will be understanding to the effect that stress plays
on a person's emotions and strength to control themselves,
you will be more ready to be patient. As you restate their
concerns and help them know that they are understood, tension
will ease in most cases. These skills can be practiced,
learned and mastered. It will make your job better for you,
and you will be better for the job.
An old proverb states, "Never judge a man
until you have walked a mile in his shoes." The time with
an individual on the phone is brief, but it is still possible
to apply this concept. Ask yourself questions regarding
the other person's position. How would I feel? What is the
real concern? What do they need? By trying to think as if
you were them and understand their position, it might be
easier to think of what you would want or need. Treating
others as if they were you or a friend, will allow you to
look for the solutions that will solve the problem and ease
tension.
The skill of understanding is one that can
be learned. Communicating understanding will help the customer
be satisfied and their experience will be a positive one
that keeps them coming back.
About the Author:
Sharon Housley manages marketing for FeedForAll http://www.feedforall.com
software for creating, editing, publishing RSS feeds and
podcasts. In addition Sharon manages marketing for RecordForAll
http://www.recordforall.com
audio recording and editing software.
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This article may be used freely in opt-in
publications and websites, provided that the resource box
is included and the links are active. A courtesy copy of
the issue or a link to any online posting would be greatly
appreciated send an email to sharon@notepage.net
.
Additional articles available for publication available
at http://www.small-business-software.net/free-website-content.htm
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