I want to thank you for your patience with this
Posted: Mon Jan 27, 2025 4:27 am
How do you get your personality across the phone? In one word: Smiling. People can hear it in your voice when you’re smiling, and they can hear it when you’re not. The secret of pushing your personality across the phone is to “Never stop smiling.”
Secret #3: It’s O.K. to make the occasional mistake or not have all the answers.
Too many customer service reps feel like they have to have all the answers and are afraid to make the occasional mistake. And when they do make a mistake, they tend to defend or deny they were wrong. Both are incorrect.
The true is, we don’t have all the answers all the time and we are going to make mistakes or give out incorrect answers occasionally. The key is how you handy this.
What to do when you make a mistake:
Admit it. Denying it only makes it worse.
“You know I think I may have given you the wrong (part #, extension, etc.). Let me try that again, please.”
Apologize sincerely.
“I’m truly sorry for that.” “I apologize for that.” “That was my mistake…”
Offer to try to help them again or to re-do what just went wrong.
“Would it be O.K. if I tried that again?”
Thank them for their patience.
Secret #4: Prevent a customer who is having a problem czech republic telegram data 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.
Secret #3: It’s O.K. to make the occasional mistake or not have all the answers.
Too many customer service reps feel like they have to have all the answers and are afraid to make the occasional mistake. And when they do make a mistake, they tend to defend or deny they were wrong. Both are incorrect.
The true is, we don’t have all the answers all the time and we are going to make mistakes or give out incorrect answers occasionally. The key is how you handy this.
What to do when you make a mistake:
Admit it. Denying it only makes it worse.
“You know I think I may have given you the wrong (part #, extension, etc.). Let me try that again, please.”
Apologize sincerely.
“I’m truly sorry for that.” “I apologize for that.” “That was my mistake…”
Offer to try to help them again or to re-do what just went wrong.
“Would it be O.K. if I tried that again?”
Thank them for their patience.
Secret #4: Prevent a customer who is having a problem czech republic telegram data 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.