BLOG SIKORSKI’S THINK ABOUTS 12/7/14 – VOICE CHANNEL: KEYS TO CUSTOMER SERVICE SUCCESS

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What are the keys your staff should consider for Customer Service success?

  • Always act as your customer’s partner
  • Focus ont the long-term relationship
  • Use CPR

C = Counsel

  • Ask questions that help your caller reveal what they really want
  • Listen to the answers

P = Personalize

  • Match the benefits of your company to the needs the caller has just expressed

R = React

  • Solve the problem or recommend the next step to your caller

Here are some “deadly sins” of Customer Service:

  • Ignoring the caller
  • Hiding behind your job description
  • “Passing the Buck” to another department
  • Blaming the caller
  • Trying to prove you are right and the caller is wrong
  • Talking to callers as if they are all the same
  • Assuming all problems that sound the same have the same solution

Thank you for reading and sharing.

Warmest regards,

Laura Sikorski

lsikorski@laurasikorski.com

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