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Tips on Effective Customer Service

One of the many tasks I perform at Sound Telecom is facility management.  This position allows me to see things from the point of view of a customer. Since I deal with vendors and sales personnel, and have the view from the customer perspective, I have come up with four tips that I feel are worth their weight in gold when dealing with a customer in any venue. If the experience is with a call center representative, in a department store, or any other venue where customer service skills are required, there are simple principles that should be followed.  If the proper attention and effective customer service is given to your clients, you’ll endear them to you.

A picture showing a happy customer with a team of supportive call center employees who delivered effective customer service.

A Successful Customer Experience

There’s a reason we have two ears and one mouth; so we can listen twice as hard as we speak! Listening skills are especially important in the service arena if you want to have effective customer service. By listening to the customer, you’ll hear and understand their needs and desires.

I believe the following simple tips are helpful and essential in establishing good rapport with your clients and delivering effective customer service.

  1. Listen to your customer.  They know what they want; they may not be technically savvy in articulating or describing the process, but they have an idea of what they want.  Your job is to lead them to a successful conclusion by helping them materialize the dream/idea.
  2. Do what you say you’re going to do! Building trust is a must, and the quickest way to lose the trust and confidence of your client is by not keeping your word.
  3. Communication is another pivotal key in maintaining an ideal working relationship with a customer.
  4. Respect your customer’s time. If you have a deadline, honor your client’s time by sticking to the agreement made. If circumstances arise that prevent the project from being completed at the designated time, communicate that and make the necessary adjustments. The absolute worst thing you can do is set an unrealistic expectation for your customer, and then drag the project out longer than expected. This action will cause mounting frustration and an unpleasant experience for all.

These helpful hints will give both parties a healthy, fruitful, and successful customer experience.  Whatever the circumstance, it’s always good to remain friendly, courteous and professional in order to provide effective customer service.

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About Cheryl LaBaw

Cheryl L. LaBaw joined Sound Telecom as Director of Customer Relations in 2012. She is responsible for maintaining a high standard of service quality through ongoing monitoring and coaching of our call center agents. Prior to her arrival at Sound Telecom, Cheryl invested over 31 years in the customer care and service areas with United Airlines. She brings a wealth of knowledge and ideas from her experiences there in addition to working over 13 years in their call center. Cheryl’s skills in conflict resolution and customer satisfaction make her an excellent addition to the management team. As a Flight Attendant and Safety Professional she provided a more personal touch to customer concerns and safety issues. Mrs. LaBaw is passionate about health issues and has served her community by volunteering at Swedish Medical Center for three years in the Community Health Education Department. She also supports various youth organizations and child health and welfare organizations.