Great Customer Service Tips for your Business

1. CSR Tips
1. Give Choices
Givingcustomers choices between something and something, instead of something and nothing is not new. It is
effective. Instead of askingif Monday is good, ask whether Monday or Tuesday would be better. Instead of asking
if the customer is interested in a serviceagreement, ask if the customer would rather pay regular prices or the
discounted prices serviceagreement customers pay.
2. Assume Yes
As CharlieGreer likes to say,people do not call justto chat someone up. They call becausethey have a need or
problem they believe the company can solve. Assume a serviceperson will bedispatched and proceed accordingly.
3. Say What You Can Do
CSRs should banish thewords, "no," "can't," and "won't" from their vocabulary.Tell peoplewhat can be done, not
what cannot. Instead of saying,"We can't/don't/won't do that," say “Here’s what we can do." Or better yet, "We
can do X or Y. Which would you prefer?"
4. Take an Acting Class
Once we hired an unemployed professional actor to work in our call center. Rejection never bothered him. Angry
or abusivecustomers never bothered him. He was nonplused no matter what the customer said or did.I finally
figured itout. He didn't see himself makingcalls.Hesawhimself playinga role.
Take an actingclassfroma local community theater. The skills and techniques used in actingwill serveyou well
when you are on the phone. Moreover, itmakes it more fun.
5. Stay Calm
When a caller seems upset, the CSR is not the reason for the rage, only the recipient. This is why actingclasses can
help. Let the anger wash over you without takingit personally.WhileCSRs should not make lightof any situation
that has a customer upset, it's okay to see the humor in it, especially if thathelps in keeping calm.
6. Install a Smile Mirror
People can hear a smilethrough the phone. CSRs should puta small mirror nextto the phone and tape the word,
"smile"at the top to serve as a reminder.
7. Be Prompt
The CSR's roleis critical.The whole day breaks down when the CSR is not on station and ready to go when the
phones go live.CSRs should plan on arrivinga littleearly,every day.
8. Take Breaks
Let's face it. Managingthe phones and dealingwith customers can be a beat down. It's importantto take breaks,
to decompress. If the company only has one CSR, someone elsein the office should be cross trained to provide
back up and be ableto spot the CSR several times duringthe day.

2. 9. Ask Questions
The art of customer servicestarts with askingthe rightquestions.When someone callsand asks for a price,ask
questions.Probe. Find out more about the prospect's situation and the reason for the call.Then, ask the customer
what day or time would be better to send someone out.
10. Take Good Notes
Hopefully, the computer system allows CSRs to add notes to each customer's file.Write lots of notes. The more the
better. Capture details (especially theaddress) and make relationship notes.For example, if a customer says
something about the dog, write it down. The next time the customer calls,theCSR or another CSR can scan the
notes and ask aboutthe dog, making the relationship between the customer and the company feel more personal.
11. Repeat For Accuracy
Especially when itinvolves and address,contactinformation,or a problem, record what the customer says and
repeat itto ensure you have accurately captured the information.
12. Be Proactive
When the phone isn'tringing,be proactive. Make happy calls.Call customers who rejected a serviceperson's
recommendation in the lastthree months to see how they are doingand if they have rethought the need to
proceed. Call customers nearingthe end of their warranty to ask if everything is performing well and reminding
them that the warranty will soon expire. Often, this leads to more work.
13. Set Performance Goals
Even if the company has performance goals for CSRs, CSRs can set their own. Theirs can be higher. Or, they can be
different and more detailed. Make it a game. Make it fun. Track your performance, whether it's servicecalls
booked, inbound calls taken,outbound calls made,percentage of callsconverted, or some other measure. Your
performance will inevitably improve.
14. Remind Yourself Every Caller is a Person
Every person who callsis a wifeor husband,mother or father, son or daughter. Everyone who callsis a person with
hopes and dreams, fears and anxieties.The CSR is in a position to calmat leastsome of the fears and to sooth
some of the anxieties.The CSR is in a position to make a difference for the person callingand for the company.
Do it. Make a difference today. Tape the word, "smile" atthe top to serve as a reminder.