Customer Service Tools and Techniques
Refocus 41 Setting Limits 41 Some People Think That (Neutral Mode) 43 Stop Sign-Nonverbal 43 Suggest an Alternative to Waiting 44 Summarize the Conversation 44 Telephone Silence 45 Thank-Yous 46 Timeout 46 Use Customer's Name 46 Use of Timing with Angry Customers 47 Verbal Softeners 47 Voice Tone—Emphatic 48 When Question 48 You're Right! 49
Above and Beyond the Call of Duty Going above and beyond the call of duty means doing something that is not required of you as part of your job or obligations to your customer. It means doing something special or extra. Customers, even difficult ones, often display extreme gratitude and loyalty when you can show them that they are so important that they are worth going beyond what is required. And that’s one of the secrets to good customer service—demonstrating through your actions that your customer is important and special. Acknowledge Customer’s Needs When a customer sees that you are making an effort to understand his or her needs (even if you can’t meet them), it is more likely the customer will view you positively. Acknowledging needs may involve rephrasing something the customer has said to you 19