| I cannot count the amount of times I have been | | | | sister or grandparent. |
| asked on a customer service training course "how | | | | 3. Condescending. You have told them straight out |
| am I going to make a difference? I am just doing | | | | that you have already told them 3 times.o |
| my job, management do not even notice". Well | | | | Remember that people are people and should be |
| the fact is that yes, this may be a means to an | | | | treated with respect as they have come to you |
| end for you until you finish writing your book or | | | | looking for help; they are putting their trust and |
| saving for a house but the truth is you are also | | | | time in your hands. Remind them that they are |
| here because you care. | | | | more than a number on the screen. They are top |
| I know that it can be difficult to keep upbeat and | | | | of your priority list. |
| energised throughout your month, week or day | | | | 4. Robot Attitude. I have heard one I have heard |
| but as customer service training courses will tell | | | | them all.o Remind yourself that each call is a new |
| you, even though you do not know the | | | | person, with a new query, remember that you |
| customer, excellent customer service will make a | | | | are some one that is there to help some one |
| difference in their lives for that day, week or | | | | else. Even though you may have heard the exact |
| month | | | | same question 20 times that day, it s only the |
| As a customer service provider you may have a | | | | first time they have asked it. |
| wave of different emotions throughout your | | | | 5. Rule Book. You remind the customer that you |
| workday, such as | | | | have already told them that it is not in your policy. |
| 1. The Brush Off. When you say "sorry but that is | | | | Full stop.o Trainers on customer service training |
| not my problem" or "I will just put you on hold" | | | | courses realise that you may be dealing with |
| either you take ages getting back to them or | | | | policies that are beyond your control. However |
| worse still forgetting about them. As drastic as | | | | this does not meant that the customer service |
| this sounds I assure you as a customer service | | | | representative should throw the book at them |
| trainer I have seen many examples of this | | | | but rather tell the customer what they can do |
| throughout customer service training courses.o It | | | | and what the benefits would be. |
| is your responsibility to respond appropriately and | | | | Over time the can not do attitude will leave you |
| effectively so that they can get to where the | | | | and your customer tiresome and miserable with |
| need to be, and your job is to help them get | | | | neither of you being satisfied. Customer service |
| there as effectively and efficiently as you can. | | | | training courses will inform you that this will leave |
| 2. Coldness. You find yourself saying "what do | | | | you unhappy and stressed in the long run. |
| they expect any way if they want friendly go to | | | | Hopefully the reason that you are in a customer |
| a cash machine"o There is no need to be cold. A | | | | service role is because you care so now all you |
| little warmth goes a long way. Simply tell them | | | | need is the necessary skills taught on customer |
| that you have them covered and you understand. | | | | service training courses to help you develop your |
| Customer service training companies will stress to | | | | skill base, which will consequently allow for better |
| remember that this is someone's mother, father, | | | | satisfied, loyal customers. |