Customer Service Tip of the Day

If the customer repeatedly turns down your proposed resolution, ask them what kind of fix they want.  "What kind of resolution would make you happy?"

Customer Service Tip of the Day

Compliment your coworkers.  It's amazing what a positive work environment can do for your happiness!

Customer Service Tip of the Day

Empathize with customers "I would be upset too."

Customer Service Tip of the Day

When dealing with a customer who is swearing calmly say "I really want to help you, but I'm going to have to ask you to stop swearing."  This will get most people to stop.

Customer Service Tip of the Day

Give the customer your business hours so they know when they can contact you.

Customer Service Tip of the Day

When leaving voicemails for customer, leave your phone number twice.  If the customer misses the number the first time, they don't have to listen to the entire message again to get your number.

Customer Service Tip of the Day

Avoid saying no if at all possible.  Instead say, "That is not an option, but what we can do is…"

Customer Service Tip of the Day

Make small talk with customers.  This helps get the customer to relax and compromise with you.

Customer Service Tip of the Day

Make a list of the things you are thankful for.  This helps create a positive outlook.

Customer Service Tip of the Day

Share positive stories with your coworkers. Spreading negative stories will not make you feel better, it will only force negativity onto others.

Customer Service Tip of the Day

Post positive pictures in your workspace.  This will keep you in an upbeat mood.

Customer Service Tip of the Day

Ask the customer what they feel would be a fair resolution.  They might come up with fixes that you hadn't thought of.

Customer Service Tip of the Day

"Sticks & stones may break my bones but words can never hurt me."  When dealing with angry customers just remember, they cannot reach through the phone and physically hurt you!

Customer Service Tip of the Day

When a customer explains their problem, recap what they have told you.  This reduces miscommunications and shows the customer you were listening.

Customer Service Tip of the Day

Mirror the customer's speed of speech.  Don't try to make a slow talker speed up or try to slow down someone who talks fast.

Customer Service Tip of the Day

Stand up and stretch between calls.  This gets the blood moving and gives you more energy.

Customer Service Tip of the Day

When apologizing, switch it up a little!  Try: I am so sorry to hear that, I am sorry that happened, I’m sorry this didn’t go smoother, I’m sorry we missed the mark, I wish I could have prevented this from happening, etc.

Customer Service Tip of the Day

Apologize often and sincerely.  Saying "I'm sorry" can go a long way towards calming down an upset customer.

Customer Service Tip of the Day

Be ready to handle any issues that arise by keeping an organized workstation.  Have pens, scratch paper, and a calculator at your fingertips!

Customer Service Tip of the Day

Acknowledge the customer's feelings by saying things such as "I'm sure that was an inconvenience."

Customer Service Tip of the Day

If you need to transfer a caller to someone else, stay on the line until the correct person picks up.  There is nothing worst than being transferred to hold music!

Customer Service Tip of the Day

At the end of each call, recap the plan of action to the customer. This will ensure you are both on the same page.

Customer Service Tip of the Day

Ask permission before putting callers on hold--it makes them feel like they are in control.

Customer Service Tip of the Day

Before hanging up, ask the customer if they have any final questions.  This gives them the opportunity to clarify any concerns and will prevent them from having to call back.

Customer Service Tip of the Day

Address the customer by Mr. or Ms. unless they request otherwise.  It helps maintain a professional manner.

Customer Service Tip of the Day

Speak slowly.  Speaking too fast results in miscommunication and wastes time if you have to repeat yourself.

Customer Service Tip of the Day

Mention the customer's name numerous times during the call. This will create a more personalized experience for them.

Customer Service Tip of the Day

Tell the customer approximately how long their hold time will be.  For example, "do you mind if I put you on hold for 1-2 minutes?"

Customer Service Tip of the Day

Never deliver bad news via email.
The customer cannot tell your tone, hear the sincerity in your voice when you apologize, or have a chance to air their concerns. Do not be tempted to hide behind an electronic front. Call the customer and use your excellent customer service skills to smooth over the situation. It probably is not as bad as you imagine it to be.

Customer Service Tip of the Day

Put a smile on your face before you answer each call. Your callers will hear the smile in your voice and react more positively to you.

Customer Service Tip of the Day

Take a deep breath between each call. This allows you to abandon any bad feelings from the previous call and answer each call with a clean slate.