Loading...
شما از نسخه قدیمی این مرورگر استفاده میکنید. این نسخه دارای مشکلات امنیتی بسیاری است و نمی تواند تمامی ویژگی های این وبسایت و دیگر وبسایت ها را به خوبی نمایش دهد.
جهت دریافت اطلاعات بیشتر در زمینه به روز رسانی مرورگر اینجا کلیک کنید.

بزرگترین و پرسابقه ترین موسسه استعدادیابی ایران

Email: TestIQir@gmail.com

تلفن دفتر مرکزی: 88633815-021

 

 

Adopt a Cus­tomer Ser­vice Attitude

Adopt a Cus­tomer Ser­vice Attitude

Adopt a Cus­tomer Ser­vice Attitude

Con­sider this: A cus­tomer ser­vice rep­re­sen­ta­tive says the right things and trans­acts the busi­ness with effi­ciency but also with an air of indif­fer­ence (or worse). Are you sat­is­fied? No! Like every­one else, you expect to be treated with cour­tesy and respect.

On the other hand, if a cus­tomer ser­vice provider shows a sin­cere will­ing­ness to serve and makes an earnest attempt to get it right but misses a few of the key skills, are you sat­is­fied? In most cases, yes.

Cus­tomer ser­vice — whether that means sell­ing shoes or fix­ing phones — is an intrin­si­cally reward­ing pro­fes­sion. The peo­ple who under­stand this fact are the ones who excel and who help to dis­tin­guish their com­pany from its competitors.

Over the years, I've heard count­less clients say that when hir­ing employ­ees they value a candidate's service-oriented atti­tude far more than tech­ni­cal skills or even product/industry knowl­edge. This is because they have learned from expe­ri­ence that the skills and the pro­ce­dures can be taught; atti­tude has to come from within.

I could go on and on about the impor­tance of atti­tude, but since I included "cus­tomer ser­vice skills" in the title of this post, I would feel remiss if I didn't iden­tify what I feel to be some key skills in cus­tomer ser­vice. After all, a good atti­tude may be essen­tial, but it can't stand alone.

. Fol­low­ing are picks for three of the skills that tend to dis­tin­guish stel­lar cus­tomer ser­vice providers from their more ordi­nary peers.

#1 Pos­i­tive language

Pos­i­tive lan­guage is the art of using words and phrases to cre­ate a pos­i­tive image in the customer's mind-with an empha­sis on what can be done, not on what can­not. Using pos­i­tive lan­guage shows a will­ing­ness to serve and a com­mit­ment to build­ing cus­tomer loy­alty. It's espe­cially impor­tant to use pos­i­tive lan­guage when say­ing no or deliv­er­ing bad news to a customer.

Fol­low­ing are two exam­ples of a cus­tomer ser­vice provider con­vey­ing the same mes­sage with and with­out pos­i­tive language.

Exam­ple 1

With­out pos­i­tive lan­guage: "You have to take the sys­tem offline before I can make the repair."

With pos­i­tive lan­guage: "In order to make the repair, I need to tem­porar­ily take the sys­tem offline. This pre­vents per­ma­nent loss of stored data."

Exam­ple 2

With­out pos­i­tive lan­guage: "I can't get you that prod­uct until April; it's backordered."

With pos­i­tive lan­guage: "That prod­uct will be avail­able in April. I can place the order for you now and make sure the prod­uct is sent to you as soon as it reaches our warehouse."

#2 Lis­ten­ing

Cus­tomers need to feel that they've been heard and under­stood, and that doesn't hap­pen with­out good lis­ten­ing on the part of the cus­tomer ser­vice rep­re­sen­ta­tive. I'm not sure I've ever con­sulted in a cus­tomer ser­vice envi­ron­ment in which I didn't rec­og­nize poor lis­ten­ing as a strong con­tribut­ing fac­tor to poor per­for­mance (and by exten­sion, poor service).

Fol­low­ing are three keys to good lis­ten­ing in any cus­tomer ser­vice situation.

  1. Focus. (This is the hard­est part!)
  2. Lis­ten for key facts and key feel­ings.
  3. Take notes. (Nobody has as good a mem­ory as he or she wants to believe.)

#3 Con­firm­ing satisfaction

Another key skill in cus­tomer sat­is­fac­tion is con­firm­ing sat­is­fac­tion before end­ing the trans­ac­tion. This skill demon­strates to the cus­tomer three impor­tant things:

  • That you care about get­ting it right
  • That you're will­ing to keep going until you get it right
  • That the cus­tomer is the one who deter­mines what "right" is.

Con­firm­ing sat­is­fac­tion also accom­plishes a smooth, sub­tle shift in "own­er­ship" of the issue. When the cus­tomer says in his or her own words, "Yes, I'm sat­is­fied," the trans­ac­tion is com­plete and successful—in the customer's mind as well as in yours.

ارسال نظر

سبد خرید شما

سبد خالی است

اطلاع رسانی

برای دریافت نمایندگی با شماره 02188633815 تماس حاصل فرمایید

اشتراک خبرنامه

جهت عضویت در خبرنامه
آدرس ایمیلتان را وارد کنید




آمار

  • بازدید امروز: 1382
  • بازدید دیروز: 3054
  • بازدید کل: 3431665

دریافت کد فیدخوان