Hiring the right people and training them properly are the most effective ways to ensure the success of your organization. In this section, you will learn how to develop guidelines for the hiring and training process, while later sections in this chapter discuss how to use those guidelines to design a position and hire and train the best person to fill it.The ways people are hired and trained constitute their first impressions of the organization, and will contribute to how they feel about it over the long term, and to how good a job they do.
Developing guidelines will make you think about your plan and philosophy for the organization. Your hiring and training guidelines should reflect what you want the organization to be.Having a clear set of guidelines to follow simply makes the hiring and training processes – which are often time-consuming and difficult – much easier and less stressful for all concerned. It’s important to have clear guidelines to show founders, potential employees, the community, etc. Developing guidelines accomplishes two purposes: it shows you’ve done your homework, and that you’re a serious organization; and it protects you in case of an accusation of discrimination or a lawsuit by a rejected applicant.Life is full of surprises, not all of them pleasant. The better prepared you are, the fewer surprises you’ll encounter, and the easier your life and that of your organization will be. Staff hiring and training are two of the easier things in life to prepare for.Most important, good hiring guidelines make it more likely that you’ll be able to find and hire the right person for the job; and good orientation and training guidelines will help her do the job as well as she can, and enjoy it more as well.ob descriptions and selection criteria help organizations and job applicants understand what is expected from a person in a specific position, and help to determine whether an applicant is a good fit for that position. This section provides a guide for preparing job descriptions and selection criteria that accurately reflect what your organization needs in a position and that will attract the right person to fill itThey give potential job applicants a sense of whether they should apply for the job. The clearer you can be about the requirements, duties, and responsibilities of the job and what kind of person you’re looking for, and the better you can represent these in your advertising for the job, the less time you’ll have to spend reading applications from inappropriate candidates.
The act of developing job descriptions and selection criteria forces you to clarify your thinking about the position, the kind of person you want for it, and the organization itself. Organizations often have to include job descriptions in proposals for new programs or positions. Sometimes, the act of composing the job description changes the whole course of the proposal, as people realize that they can use a position in ways they hadn’t considered, or that what they had originally conceived was, in fact, unworkable. A job description can sometimes serve to define a whole program.Having a clear job description and selection criteria will help you write the copy to advertise the position, and will make the interviewers’ task easier as well. If interviewers have a clear understanding of the tasks of the position, they can be much clearer about how to find out whether an interviewee can perform those tasks.Most important, a clear job description and selection criteria make it more likely that you’ll hire the best person for the job. If you know exactly the person you’re looking for, and have a distinct picture of what you want her to do, you’re much more likely to find her than if you’re simply hoping someone good will turn up.The way you conduct an interview for a position is important and takes thought and preparation. The interview will most likely be the applicant’s first in-person exposure to your organization and often sets the tone for what the job itself will be like. Preparing well for the interview will also increase your chances of getting the information you need to make the right hiring choices. This section discusses how to prepare for the interviewing process, conduct an interview, and follow up with candidates afterwards.The same people should screen every application (i.e. all members of a hiring committee should read all applications), conduct the interviews, and make the hiring decision. This is philosophically consistent with the ideals of most grassroots and community-based organizations, and makes for a cleaner process.All interviewers must be present for all interviews if they’re going to participate in the hiring decision.All interviews should be face-to-face. If this isn’t possible for some legitimate reason, then at least the first interview should be. You can learn a great deal more about someone from her physical presence than simply from her voice on a phone. If a second series of interviews must be held by phone, it is best that all interviewers have actually met the applicants first For starters, a good training program is just that – an actual program, which looks at training as not just a one-time event. What makes a training program different from an orientation program is that it covers a much broader area.Orientation is an introduction to the organization, the job, the target population, and the community. Even if it goes on through the first few months of employment, it is only an introduction, meant to get a staff member used to her new job.Training is directly related to the skills, knowledge, and strategies necessary to do a particular job. It can include teaching staff members new skills, exposing them to unfamiliar ideas, giving them the chance to practice and get feedback on particular techniques or styles of working with people, or simply encouraging them to discuss their work with one another. And it can, and should, be ongoing throughout a staff member’s employment.
Hiring the right people and training them properly are the most effective ways to ensure the success of your organization. In this section, you will learn how to develop guidelines for the hiring and training process, while later sections in this chapter discuss how to use those guidelines to design a position and hire and train the best person to fill it.The ways people are hired and trained constitute their first impressions of the organization, and will contribute to how they feel about it over the long term, and to how good a job they do.
Customer Service Worker need to understand their customers, by listening, empathize and take control of the problem. Most customer simply want polite and helpful service. A good customer service worker should be able to work with customer as partners in a quick, smooth and satisfactory completion. Some customer need attention to satisfy their particular needs, customer may need explanations on how a product or service works, replacement of a product and return or cancellation of a product or service. A good customer service worker take ownership of customer issues until the problem is resolved.
There are certain practices that create most favorable impression with customers and help ensure their need have been meet: 1. Give customer your full attention 2. Deal with one customer at a time 3. Handle their complaint efficiently and effectively 4. Know your customer 5. Respect them 6. Make them feel important.
Customer Service Workers should have verbal and nonverbal tactics, which are important. They should
have effective customer communication. Learn to use short words for best understanding and adjust there speaking volume to a level that seems effective for each customer. When explaining important or difficult information speak slower than your normal speed. Customer Service Workers must be aware when speaking, don’t use body language because it relay much information about your attitude to a customer. Always be confident, smile with a calm face, and maintain appropriate eye contact to encourage customer while they are speaking.
When dealing with difficult customer you should remain calm and reasonable no matter how upset they might be. Protect yourself with the proper mind set and attitude, you can’t control how a customer reacts to a given problem, but you can control how you respond. Stay focused, alert, caring and patient. Provide clear options and steps to a resolution, assure customer you will advise management of the problem to prevent this from happening again.
When handling Customer Service through the telephone, It’s important to remember as you speak with a customer, you are trying to decrease customer anxiety and dissatisfaction. Here are some tactic that can be used: Your tone of voice should be friendly with warmth and concern. Speak clearly with a normal tone, use short words and sentences as not to overwhelmed the frustrated customer. If a transfer has to take place, explain to the customer why you are doing this, then ask for there permission to do the transfer. When the transfer has taken, place explain to the customer that you have updated the manager with all information, make the introduction, then thank the customer for waiting and apologized for any excessive delay.
To become a Customer Service Worker leader you should: 1. Be passionate 2. Be a smart team player 3. Be concise, get to the point 4. Be fearless 5. Be solid, and be confident.
To become a successful Customer Service worker you must be a good coach, you should provide supportive suggestions. You have to empower your team, express interest in your worker well-being, get to know them. And most of all be a good listener and communicator. Always have a clear vision.
What is the role of a customer service worker?
— Customer service worker or CSW answers questions and solves problems. Customer service workers are there to interact with customers, clients, and everybody else on behalf of the company. Therefore, CSWs greatly affect the customer’s impression on the company. As a customer service worker, one must do his/her role effectively and efficiently to ensure customer satisfaction. How to do that exactly? One must have the following skillset: Communication skills, problem-solving skills, and of course, customer-service skills.
● Communication Skills
A customer service worker must be an active listener and effective communicator. These help in assessing the situation and responding properly to customer’s need and questions. CSW must be comfortable and confident in communicating in all forms of media whether it is telephone calls, emails, live chats or personally. He/she must communicate clearly at all times.
● Problem-solving Skills
Customers turn to a customer service representative for assistance mostly because they have issues they want to be resolved right away. That is when problem-solving skills come to action. A custimer service worker must be reliable in analyzing the problem, researching for answers, and implementing solutions.
● Customer-service Skills
What set customer service workers apart from others are their ability to provide their customers’ need in a friendly, calm, and professional manner. Not everyone can do that, especially not all people are the same. We are living in a world with very diverse culture, languages, backgrounds and personalities and being able to handle customers’ differences is quite a challenge. So, CSW must be patient, polite, sympathetic, and understanding at all times even at times when you don’t feel like it.
What should a CSW do when customer-service problems arise?
— Most problems can be resolved by using basic tactics:
● Listen to your customers complain with concern
● Take ownership of the problem conveying that you are competent enough to resolve the situation
● Ask for the customer’s cooperation to resolve the problem to create a teamwork attitude between the both of you.
● Sincerely apologize to lessen the customer’s agitation.
● Don’t argue with the customer.
● Don’t make up excuses.
● Don’t turn the blame to the customer.
● Provide solution that is equal to the customer’s loss.
How to deal with different customers?
– As I said earlier, people have different personalities. The challenge lies on how a customer service worker will deal with different kinds of customers. The following are the do’s and don’ts in customer service.
● Whatever happens, don’t be angry. Even if your customer shouts at you or curse at you, try to remain calm. Fear not, there’s a way for that to be possible. That is by not taking things personally. Have a calm detachment attidude and you’ll be just fine.
● Don’t tell your customers to calm down, it will just make them more agitated.
● Don’t interupt the customers, let them vent their anger.
● Always show sympathy and concern.
● Provide a solution.
● Exceed the customer’s expectation.
Because of the advancement in technology, customer services are now done in all kinds of medias, therefore CSW must be effective in whatever media usage.
In telephonic services wherein just mere telephones are used, CSW must:
● Speak at a proper rate of
speed and volume, with a tone that conveys commitment and competency.
● Ask for the customer’s permission first before holding the call.
● When there’s a need to transfer the call, inform the customer first and make sure to explain all the customer’s information and concern to the new service representative.
On the other hand, when sending a message using email, the following mist be considered:
● Make your message clear, precise, brief and professional.
● Make a template to save time.
● Always make sure to double check the documents for typos and misinformation.
On the workplace, professional relationships are important. Try to create positive relationship with your co-workers. Remember, teamwork also plays in customer service jobs and it is nice when you know that you and your workmates work together harmonously on a single goal. Also remember to take care of yourself. Don’t forget to take proper rest, vent the stress instead of keeping it in, and relax. Work is important but you are much more important, always remember that.
Also, don’t be afraid to learn and to grow. Establish your career by having experiences and traings. Even though, high-school diploma is all that is needed in any customer sevice jobs, it is still nice to gain certain knowledge and education. There are lots of free resources now online that offers free courses and certifications that you can take advantage of. Also, improve your image by setting up a LinkedIn account or include your professional information in your Facebook account so your experiences and background are reflected. It can also help you gain professional networks that can be helpful in the future.
Above all these, find the passion in customer service. Without it, you’ll give it real soon. Best of luck in your career.
Customer service involves working with a large range of customers. They all have different needs and different attitudes to go with it. There are several examples of customer service jobs like
Call-center representatives, salesperson, child care provider, security guard, a telemarketer and a lot of others. Your primary duty is to listen to and respond to customer’s needs and concerns. You will typically work in a contact center outfitted with a computer, telephone and headsets or a retail store customer service both. You are required to have an high school diploma for a customer service position. Your key skillsets for an effective customer service worker are * Problem solving and customer service. The reason most companies lose customers is because of the bad service from just one employee, that’s all it takes it to get a bad report for a loyal customer or customer to make it bad on your business. You have to give your customers your full attention if you want to increase favorable impressions and satisfaction. Giving customers effectiveness can exceed their expectations and talk about benefits rather than features of a product.
You have to have empathy, it helps your customers to feel you are on their side. Customer loyalty by creating favorable impressions and customer satisfaction. Customers prefer polite and helpful service. Treat your customer as a partner, and work together to find a solution. Customer service duties are to identify solutions to a particular issue or problem, clearly explain options for resolutions for the problems then recommend and implement solutions. You must understand your customers needs as well as your company’s services and products, and be knowledgeable about the options you can offer to resolve your customer’s problems. Never be vague about possible solutions so you aren’t held accountable. You can connect with customers both verbally and non-verbally. Verbal communication you may be understood and non-verbal may make your attitude understood. Just speak clearly and simply to explain yourself. Always smile warmly and use friendly open gestures. You may have some problems that my be difficult like an urgent order has not been received on time or a customer was given false assurance or promises. If the customer have a problem with something they ordered, apologize for the delay and initiate an immediate search for the late delivery, sometimes customers don’t seem to be upset but might still be unsatisfied and could take their business somewhere else. You have to apologize for a customer’s agitation and demonstrate your commitment.
A good strategy for resolving a customer’s problem includes a solution that provides a remedy equal to the customer’s loss. Customers like to be involved in the problem-solving process.
If you are confronted by a challenging customer assume a mindset protecting yourself from absorbing negative emotions. Let the customer vent and complain to you why they’re angry but don’t let them think they can boss you around. Saying “I’m sorry this upsets you …Let’s see how we can fix it” is a good phrase to use when they are upset. You should avoid interrupting a customer when they are telling you about their problem. Defending yourself against personal attacks and telling your customer to calm down. Just show empathy for customer’s problems and let them know you care and remain objective and don’t take any insults personally.
When speaking on a telephone, it is a good idea is to speak with a normal volume and rate of speech, use especially since there are no visual cues available to support, meaning customers do get frustrated by the menu process and long wait of a voice menu system. If you have to put a customer on hold, let them know the reason you are putting them on hold. Electronic communication is considered the best because you will have a paper trail that is held in archives for years. When you e-mail messages make sure they are short and convey information concise and completely.
Teamwork requires a coordinated effort to make it work well, members with nearly identical skills and backgrounds work better together. Three components of effective teamwork are common vision, complementary skills, and interpersonal bond. Typical evolution of team interaction is forming, storming, and norming. The most valuable team member is a person who tries to help everyone to do their best.
Customer service workers are likely need is the ability to communicate across multiple cultures, ability to handle a diversity of customers from different backgrounds and the ability to work on networked teams in decentralized settings, and the ability to handle all issues. Providing supportive suggestions along with criticism is a tactic that is most effective in the workplace. You have to be passionate, curiosity and team smarts to be essential for top success. You will be dealing with customers around the world through online media and service centers. When you are interviewed for a customer service position, you should not feel rushed to answer a questions. It is ok to pause, think and then answer. Dress to project enthusiasm in the workplace because it’s contagious and may motivate others you work with. The skills that are important in our company are communication, social skills, interpersonal skills, and problem solving. I can’t say it enough being patient and respectful will help you in the long run. I hope you will contribute to the growth of our company. I hope by working here will be an excellent experience of life and career.
It is good to know why you choose this profession, and you have to have a basic knowledge in communication either by verbal or non verbal tactics as well as how you handle telephone communication and email communication.
They must be empathy rather than being sympathy, let the customer feel like you are with them and you care about their satisfaction.
Be a team player, no how to coordinate with your team members by working with the forming, stoming and norming tactics it sure help for you to achieve team goals.
Be prepared to address customers who are angry, some of them may be agitated and others may be calm but your who intention is to help fix their problem, so tell them you are sorry for the problem and you want to work with them to fix it, remember is difficult win a new customer than maintaining your old customer.
Be informative and be educative, learn more about your company and the product the selling, it put you in a pase full of confidence to communicate with your customer, tell them more about the benefit of a product more than the features.
If I was the manager for a customer service department I would orientate my new employee by showing them what all my employees do. I will have them in training for about two or three weeks to ensure that they know what this job and the persons doing this job are entitled to do. I will have them in different departments as well, but not until they get the hang of the first department. The employee should be carefully chosen activities and materials used in the orientation to achieve the goals I have set for the new employee. Participants should produce certain results that can be looked back at to evaluate the orientation both during and after the orientation. A progressive view of orientation is that of “on-boarding.” On-boarding works from the perspective that the organization must do all it can to fully equip the employee for their maximum performance for the organization and for maximum fulfillment of the employee. Some organizations have on-boarding programs that last up to a year, where the employee experiences a several-day orientation program, which includes, not only the orientation to the facilities and personnel, but also various self-assessments for the employee to get clear on what he or she wants from employment in the organization. The employee might be placed in a peer group of fellow, new employees who share advice and other feedback to learn more about the company and other roles in the organization.
As a Manager, the customer service worker (CSW) is the face of any company and the first line of contact with the customers that interact, listen, attent and resolve issues . Any business benefits from good customer relations, whether a large corporation or a small retail shop. Customer relations, refers to the way a business communicates and interacts with the public to gain and retain customers. It is necessary for a business to cultivate good customer relations to attract and keep a loyal base of customers. Some of their specific duties include;-
Listen and respond to customers’ needs and concerns.
Provide information about products and services.
Take orders, determine charges, and oversee billing or payments.
Review or make changes to customer accounts.
Handle returns or complaints.
Refer customers to supervisors or managers for escalated issues.
Customer service is all about solving the problems of the customer, which may vary from simple inquiries and questions to complex issues. The hiring manager for new customer service agents should check to see the following key traits
Knowledge about the product/service and company policies and procedures.
Patience, patience, patience.
Customer relationship is the key to understanding consumer motivation. Without assessing customer relations, it’s difficult for a company to know how visible it is in terms of its client base. It’s also hard to figure out how to grow the company without understanding the relationships it has with current and potential customers. Customer Relationship Management explains the relationship between suppliers, technology, and customers, which together provide the link for customer support in a business environment. Managing relationships with customers has become a critical organizational competency. Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies.
The key to exceptional service lies in building relationships with people; staff and customers. The customer service workers are internal customers while the clients are external customers. The lifeline of any business depends largely upon the relationship between these two types of customers. By understanding and focusing on the needs of their staff and the needs of customers, businesses create mutually beneficial relationships. Without the support and best efforts of its employees and the loyalty of their customers, businesses often fail.
Customers are able to interpret your verbal and nonverbal communication and gestures; as such, you should try to remain focused and maintain professionalism at all times. It is unprofessional to use slang when dealing with customers. Simulate an appropriate rate of speech when explaining important or challenging information to a customer. Adjust your approach based on your observations of your customer and your understanding of the situation. The most important aspects of both verbal and non-verbal communication are to work towards a mutual understanding, make your customer feel at ease, and ultimately ensure your interaction has a productive and satisfying end.
Customer Service Workers often interact with many different people across the divide. In some other situations the customers might be angry or upset because of a defective item, working under pressure, deadlines and or even personal issues. As in ICT Support, the common encountered issues are;-
Computer/Laptop and or other devices not powering on (booting problems).
Internet login issues
General user support.
The above list is not conclusive, as a Customer Support Worker, you might get many issues some of which might even be more out of line. For efficient and effective service delivery, the customer support should up hold the following tactics;-
Find out what the customer want.
Treat them how they want to be treated.
Listen to them
Empathize we with them
Partner with them
Take control of the situation
While at it, is also extremely important NOT to;-
Tell them to “calm down”
Interrupt them, give them some time to vent
In our modern developed world, the telephone and computer communications is largely adopted form of communication, due to distance, convenience and cost. The following tactics in telephone communication should be applied;-
Identify customer problem by focusing on specific words spoken and the tone in their voice.
Use a calm, friendly voice to convey warmth and concern.
Quickly discern customer issues, describe viable options and pick a suitable resolution with the customer’s participation.
If you must transfer a customer to another colleague, ask for their permission and make sure to introduce them to avoid the customer repeating the process again and don’t forget to thank them for their patience, apologize for any delays.
As for the computer communications which includes, e-mail, social media posts, blogs and other online platforms. The customer service worker can apply the following best tactics and etiquette;-
Construct a message that is concise yet comprehensive.
Use template copy to avoid ambiguity and unnecessary mistakes.
Get to the point quickly clearly and without clutter.
Use descriptive subject headings.
For overall success of the team. The members must observe the three basic components of team work;-
Sharing a common vision/mission.
Each member complimentary skills.
Forming interpersonal skills.
Customer service workers must invest in their own personal growth and professional development to increase their productivity. Self-motivation on the job and personal recreation after hours go a long way in maintain a healthy and productive team member.There is an increasing demand for customer service workers in every industry because companies want to keep their existing customers happy and satisfied in order to get good reviews and ratings and generally good public relations.
Finding a job as a customer service worker requires investment in knowledge and relevant skills. Strong communication skills, interpersonal relations and problem solving skills are key in finding and maintaining the job. To find the job, an extensive search and research on the internet through professional networks e.g. linked in, company websites and recruitment companies, even though most of them are free, quite a number of them charge a fee to access their services. For whatever reasons, if you cannot secure paid employment, you can consider doing internships or volunteer programs to get the necessary skills and firsthand experience.
It is highly desirable and very important to invest in career growth, personal and professional development, in order to remain relevant and adapt to the dynamic work environment. Again, the internet can be a valuable source for joining professional forums, blogs, free massive online courses and even attending conferences and publishing as well, to have yourself developed professionally.
For Customer Service Representatives (CSR)
Prepared by: Lisa Hardin
Contents of the training manual
I. Introduction: brief history of our company and the products we have.
III. Module Content
IV. Surveys and assessments
Welcome to ABC call center. Here we focus on meeting the customer’s needs for obtaining
Their blood pressure monitors and receiving quality products and services.
The business was founded in 1901 in Tennessee by I and my 2 kids Austin and Isaiah.
Here at ABC call center we accept inbound calls for
Patients needing to order non emergency medical equipment, blood pressure monitors
We service customers from all over.
To provide the customer with excellent service implementing all the skills acquired through
The 3 week paid training to improve the services provided.
In this module, the CSW will learn what is expected from a CSW, what a CSW can expect, will review two shirt training videos, and will review two training packets, and the company’s products packet.
Please take the time to review the products we have in the company’s product packet to allow you to better more quickly and conveniently assist the customers when calling in to place an order.
After reviewing the companies products packet, the following videos will give examples of do’s and don’ts of a CSW phone call.
The following training videos from you tube are two mock conversations between a CSW
and a customer.
In the first you tube video titled “Customer Service Training Listening Skills,” you will hear the don’ts of a customer service phone call.
The CSW, was unable to recall the callers name when he provided it to her at the beginning of the call. So, observe the video to see what the CSW could have improved on.
In the second short you tube video, titled: “Call Center-Sample Service Call 1” you
Will hear the do’s of a conversation between a CSW and a customer. This video
exhibits good phone etiquette and excellent listening skills.
So, focus on some positive skills the CSW utilized in during the telephone conversation.
Following the two learning videos, the CSW will be provided with copies of two packets to compliment the learning process. One packet will discuss the Do’s and Don’ts of customer service printed from Saylor Academy website. Please keep a copy of this with you. This will discuss critical aspects to the important must and must not’s as a CSW.
The other packet will reemphasize the requirements stated below of a CSW. The packet titled “How to be a Great CSW” will review the best skills to focus on to be and continue to be a great CSW.
Requirements of a CSW: The job skills required are empathy, good interpersonal skills, excellent team membership skills. Good telephone and communication skills is a must. A CSW who is motivated and willing to learn and a passion to work with diverse customers.
What we offer CSW: we offer 2 weeks paid vacation annually, three weeks paid training and the ability to grow within the company.
The company allows two 15 minute breaks and an hour lunch break daily. We have designated smoking areas, a snack room and a cafeteria. We have a lunchroom and an employee break room.
Thanks for your time and Welcome!
We will enjoy having you as a part of our team! Thanks for considering ABC call center for your employment goals.
The Assessments and surveys
- Using the “do’s and don’ts training packet, How would you reply to customer sally if she called in frustrated with receiving the wrong blood pressure monitor?
- What are the three aspects of the “Golden Model of Customer Service” listed on page 2 of “how
- To be a great “CSW” packet
- In the video above “call center-sample customer service call 1,” can you name any
additional skills the CSW exhibited other than excellent listening skills and proper phone etiquette?
Please take the time to complete the following survey question, to provide any feedback that may be beneficial to other CSW’s training experience.
How can we improve the quality of the training manual or content?
Please provide statements in the section below
Thanks so much for your time.
To conclude, here at ABC call center we offer blood pressure monitors to customers.
In making sure that we meet customer satisfaction we are willing to train and employee new csw with a
Positive attitude, strong emphatic skills and a great team member to our company.
Timeline or schedule
Training begins on the first Wednesday of every month and is a 3 week paid training program.
The training hours are Monday – Friday between 9 a.m. and 5 p.m. est.
The training will take place in the employee training room at ABC call center.
Please call (865) 555-5555 for any questions about the training course.
Dress is very causal yes nose rings and eye rings are allowed to promote a more relaxed work environment.
Typical work hours are Monday through Friday with both first, second or third shifts available.
First shift is 7 a.m. to 3 p.m.
Second shift is 3 p.m. to 11:00 p.m.
Third shift is 11:00 p.m. to 7 a.m.
We offer a dollar an hour pay increase for each later shift.
We look forward in being your employer!
Do You Think Customer Service Is Important?
I think customer service is very important in these days. It is important because it’s what makes a business successful and keeps customers happy. For one, with great customer service comes repeat buyers, which means steady profits. But aside from the money side of things, customer service is important because it gives the customers a sense of being valued and needed. It also gives the business a chance to build somewhat of a relationship with the customers. Customer service also allows the business to get feedback from buyers on the type of products or services they provide. Then businesses can determine what they need to do to improve their quality.
Do You Have What It Takes To Be A Customer Service Worker?
As we all know it takes a lot be a Customer Service Worker. They are required to answer questions and solve problems. Customer Service Workers are required to have strong listening and communication skills. You have to be able to connect with customers through many forms.
THE CUSTOMER SERVICE WORKPLACE
There are four P’s of Marketing
• Products- what you’re selling
• Place- where you’re selling this product
• Price- how much are you selling this product for
• Promotion- how you let consumers know about the product
The four C’s of Consumer- Side Marketing
• Customer Values
You must be able to brand and market any product or services you are providing. You must be able to understand the customer’s wants and needs.
What Customers Want:
• Polite helpful service
• Pleasant attitude
• Feel appreciated
• Complete any transaction quickly
What Customers Need:
• Help finding a solution
• Defective product replaced
• To be educated with a simple and clear explanation
• To return a product or service
Creating Favorable Impressions
The Importance of favorable customer service:
Close to 70 % of customers leave a company due to bad customer service
Cost five times as much to attract a new customer
Great customer service is essential to customer retention
There are ways to enhance customer impressions and satisfaction. You can:
• Give customers your full attention
• Handle their questions or complaints
• Let customers feel there is nothing more important than helping them
• Pay full attention and focus
• Get to know customers
• Know and use the customer’s name
• Give the special attention
• Exceed customers’ expectations
• Talk about benefits, not features
• Know your competition
Remember the best customer service workers:
Look for opportunities to help
-parents with babies in tow
-people with high levels of anxiety
-people with disabilities
Respect the customers
Give customers the necessary time and attention to resolve concerns
Make customers feel like valued partners in the success of the company
Customer Service Duties
Customer Service Workers Should:
• Take control
• Help customers find a solution
• Give clear explanations
• Understand needs of your customers
• Maintain focus
• Assume ownership
• Keep interactions cordial and respectful
• Make sure your customers feel respected and appreciated
• Make our meaning understood through syntax(word order & phrasing)
• Speak with short words
• Use effective and physical techniques
• Present a warm and calm face
• Smile warmly
• Maintain intermittent eye contact
As a customer service worker you may encounter a difficult problem or customer. Whatever the case may be you must always remain professional. It is essential to respond to any problem with care, even if the customer does not seem particularly upset. When fixing customer service problems you should:
• Listen to the explanation
• Take ownership of the problem
• Turn the problem into a solution
• Use effective communication
• Have a positive attitude
• Demonstrate commitment to fix whatever is wrong
When defusing customer
• Treat them with respect
• Polite helpful service
• Let the customer vent a little
• Speak slowly, use short sentences, and be tactful
• Listen, empathize, take charge
Once you have identified your customer’s problem you should:
• Offer an apology
• Apologize again
• Not argue with the customer or make excuses
• Not place the blame for a situation on the customer
When dealing with difficult customers always protect yourself with the proper mindset and attitude.
The DO’s and Don’ts of Customer Service:
• Get angry
• Tell customer to calm down
• Feel the need to defend yourself
• Try not interrupt
• Show empathy
• Encourage an agitated customer to vent a little
• Remain objective and calm
• Involve the customer
• Provide clear options and steps to a resolution
• Exceed expectations
• Assume the customer that you will advise management
As a customer service worker you’ll encounter a diverse group of customers. It is your duty to connect with them in a way that best serves their needs and your company’s interests. Diversity will include different:
• Cultural backgrounds
• Age groups
• Communication Styles
Customer Service Skillsets
Telephone and telephonic communications can include many different types of equipment and connecting platforms. In the absence of visual cues, our voice and the voice of our customers become the essential medium of communication. When speaking on the telephone you should:
• Speak at a proper rate of speed and volume, with a tone that conveys commitment and competency.
• Ask for permission from customers before placing them on hold, initiating a transfer
• Be sure to thank them for their patience and apologize for any delays
• Focus on any specific words spoken and the tone in their voice
When reaching out to a customer via Internet make sure you are not rambling, state the reason why you’re reaching out to the customer, and make sure you are not typing in an aggressive tone.
Remember we are trying to decrease customer anxiety and dissatisfaction, not increase it with some of the frustrations of the technology.
Self-Care at the Workplace
Before we are able to take care of any customers, we must take care of ourselves. Self care does not mean spoiling and pampering ourselves. It means motivating yourself to work on a personal growth, and saying no to things that may hinder success. Your supervisor and teammates may help to make sure you perform well, but much of the responsibilities of taking care of yourself falls fully on you.
Make sure you are taking those required breaks at work because studies have shown that taking those breaks increases productivity and overcomes work fatigue.
The Customer Service Career
When looking for a job as a customer service worker, there are many resources you can use. There are many job boards such as; Indeed, Monster, Zip recruiter, etc. There are also social networks that posts jobs like Facebook and LinkedIn just to name a few. On social media other members may post a job that thy heard about or some staffing agencies may post jobs from clients. Fortunately for you there is an expected growth in the demand for qualified customer service representatives. Employers are searching for people that are able to thrive in a global workplace and communicate across multiple cultures. In order to be successful, you must also be a good coach, empower your team, be a communicator and listener, you must also keep your technical skills sharp. It would also be great if you can get an internship at one of the companies you are interested in. Make sure you negotiate a good title for your resume, make sure to investigate while you’re interning to make sure being a customer service worker is the job for you, try to make connections, be observant, and treat this as a real job. To be successful, you must be fearless. When preparing for an interview: you should expect hard questions; employers are not going to make this easy for you, you should not be afraid to admit when you don’t know an answer, don’t rush when answering questions; stop and think about what you are going to say, dress appropriately, project enthusiasm, and be truthful. Remember the best lessons on success comes from the mouths of those who are successful in their own career fields. The job market will be highly competitive and will have to be as good at serving yourself with skill development as you are at serving customers. Remember to always listen to your customers, empathize, and take control of every situation.
There are many areas a customer service worker could work. They could work in:
- Sales Agent
- Information Clerk
- Advertising, Promotions & Marketing
- Public Relations Specialists
- Sales Managers
- Training & Development
• Community & Social Service
- Health Educators
- Social & Human Service Assistants
- Social Worker
There are ways you can develop your career in Customer Service. You can:
• Get an internship position. They are useful opportunities to develop skills, demonstrate abilities, develop key contacts, and try out a field.
• Negotiate a good title for your resume
• Develop industry & company connections
• Volunteer for a non profit
There are many employment boards that list job openings.
It is possible to find job openings by connecting directly with key managers and decision makers.
Employers are also apprehensive about the hiring process, so make yourself the perfect fit
In any business you will always need customer service representative to speak to your customers. These people are responsible for solving and answering any questions a customer may have either with products, services, or the business. Without customer service representatives your company would not stand a chance. But you also have to consider what kind of person to hire. This person has to bring business to the company and maintain a good relationship with the customers to insure a growing and productive establishment.
If I were a manager searching for new workers, they would most definitely have to be great with customers. Being a manager comes with many responsibilities, so I will have to try my best and search for every quality that will make the company succeed. Throughout the whole interview I should see that you are trying to make a favorable impression as you would do for a customer. Some skills and traits should be how well they manage verbal and non-verbal communication. You should also be able to understand customers’ needs and wants.
In each person I would look for someone who is listening and responds. The person should have good communication skills. I would consider having a group interview to see how the candidates act in a group. You will need to show respect and be able to handle almost any situation thrown at you. I would like for the applicants to have some kind of education and proof of high school diploma or GED. The person should be able to read and write with no problems. Knowledge is always important in the work field. You should be able to deal with all kinds of people. I would like someone who shows to be understanding with whoever the customers are. The candidate needs to be understanding and patient.
Always be polite to any and everyone who walks into the establishment. It is always important to have good listening skills to understand the needs and wants of the customers. I believe dedication, enthusiasm, and the drive are some of the most important qualities as well to consider in finding the perfect person to fit in any job because these are the qualities of the person who’s willing to grow. Also, they should be able to build relationships with the customers. If the customers feel treated like people, they will come back.
If I were the manager, I would first of all I congratulate the new employees. I would give them a tour of the building and make sure I answer any questions they may have. I will explain that being a customer service is not hard mainly treat people the way you would like to be treated. Always show respect to every customer, be friendly, and patient. Treat the customer the way they want to be treated. There are also some situations you may not be able to handle so it is okay to call a supervisor or a coworker to help with the situation.
When you are working in the customer service field you come across many customers some are simple and then you have customer who require some extra attention. Always make sure you take control and you should always stay calm. A lot of customer also may come in angry and you will have to learn how to deal with it. You should never tell a customer to calm down. It is also good to show them you are listening and never interrupt. Sometimes it is good to let an angry customer blow their steam and then it will be easier to solve the problem. Keep a smile on your face and apologize as many times as it may seem right.
As a customer service worker, you will also have to deal with people from different backgrounds this includes culture and religion. You will come across all kinds of people and you should not judge them based on anything. Make sure everything is always simple and to the point because some do not speak perfect English. Sometimes you may have to act different because not everyone believes in the same things. You cannot take anything personal because this is a job and the customer will always be right.
If were the manager of a customer service department orienting new employees on the best practices in telephone and computer communications, as well as team work effectiveness and personal development. Telephone services includes any voice-to-voice communication. There are many ways to communicate with a customer. You should remember that when you are speaking to a person you are no able to notice facials expressions or body language therefore you have to keep in mind to keep the customer from becoming frustrated. You should always speak clear and remain calm. Also a smile can be heard through the phone so make sure you are still using a calm and friendly voice. If you have to transfer a customer make sure you ask for permission and give them a reason for transferring their call. Introduce them to the person they are being transferred to. If they are on wait, make sure you check up on them and assure them a solution is on the way. Always apologize for delays and thank your customer for their patience and business. When communicating online it is pretty much the same just stick to the point and be direct. Always check for spelling errors use the internet when you need further explanations or help with something you are trying to communicate over the internet.
One of the most challenging things as a customer service worker is working in teams. For a company to have a good team there are 3 components a common vision, complementary team member skills, and bonding that holds the team together. An effective team should bond and realize that the team can be effective if everyone contributes and uses their unique abilities to have a dynamic team. For there to be a good environment at work you have to leave your life and work separate. You need to take care of yourself be aware of time management and productivity, always work hard and try to succeed at anything possible. Make sure you have down time to relax and rest after a long day of work this can relieve a lot of stress.
I might want to encourage my students to consider their benefits like what they could offer any occupation. I would encourage them to look online and different things like a newspaper paper ad as to whether they know a job that they might be suited for. See what the job requires are and check whether they coordinate what skills you as of now have. Consider volunteering. You can make work relations while volunteering your activity and utilize this as a kind of perspective if one is requested. Keep track of your school and honors you have earned and whether you earned a recognition or degree. Also, any PC programs you know well. Make sure you study the business and know what it does.
It is very important you have a high school diploma or something similar, most likely you will need this. And for some employers you might need a certificate and knowledge. Joining temporary jobs programs in the field you are occupied with will be a smart thought. Center around your communication abilities and critical thinking skills. Utilize the internet and job posting sites to view all jobs available. I would prescribe to begin looking through LinkedIn, Facebook, and Twitter. You can post your resume there, speak with other individuals, share your thoughts and achievements and make social associations. You must try and stand out when you submit a resume you will need to provide information on how you will be the best fit for the job.
To be successful in the customer service field you will need good intrapersonal and interpersonal skills. You need to be enthusiastic and be considerate of people’s needs. Make sure you oversee every situation and be professional always. You must prove yourself and this will make you a very good employee. You should be able to lead a team with confidence and fearlessness. You should be able to create bonds with everyone you work with.
For you to work in the customer service field you should understand that the customers are the reason a company exist. You have to treat the customer the way they want to be treated. As a customer service representative you are the face of the company you are the first line of contact with the customers. The excellence of customer service is one of the main causes a business grows so you have to be ready to take on that responsibility. In every situation you need to ensure customer satisfaction with your products or services. Honest self- appraisal is necessary if you are to understand the quality of service your company or organization is offering the customer. Everything learned is this manual will make you a great employee.
Client benefit includes working with an extensive variety of clients with shifting needs and mentalities. It is your primary obligation to approach the clients with deference consistently, paying little respect to their method for reacting to you. Clients are the people who chooses whether or not our business columns. It is along these lines our obligation to guarantee that our clients’ needs are met. Clients on occasion end up perturbed and all things considered wind up irate when an item or administration was broken. Despite the fact that clients may appear to be irate with you, they are not; so it is critical that you don’t take their dissatisfactions individual, as they are alluding to the business when all is said in done. Never yell or end up irate with the clients, however endeavor to demonstrate them compassion and have a go at understanding the issue from their perspective. Clients can decipher your verbal and nonverbal correspondence and motions; all things considered, you should endeavor to stay engaged and proficient consistently. Talking about correspondence, it isn’t proficient or worthy to utilize slang when managing clients. Be amenable and neighborly with clients constantly. Keep in mind that you are the substance of the business, so it is consequently your obligation to guarantee that clients are happy with our items and administrations with the end goal for them to stay faithful to our business and furthermore to have the capacity to prescribe us to other potential clients. On the off chance that you can’t help a client with a specific demand or issue, at that point it is best to pass the client onto somebody who has more learning or data about their coveted item or administration. Never hang up on a client and guarantee that you can take care of their concern as opposed to having an unsatisfied client. Your own answers may not generally work with taking care of client issues, so it is shrewd to have the capacity to adjust to better approaches for managing and taking care of client issues. Each association requires a client benefit delegate, as these people are extremely the ones that posture as the substance of the organization. While applying for client benefit positions, it is shrewd to finish some exploration on the abilities required for the activity. I you don’t have any of the required abilities; it is savvy to make them prepare in accomplishing these aptitudes. Another prerequisite is regularly to achieve a secondary school certificate and furthermore be PC educated. Keeping in mind the end goal to wind up a compelling client benefit agent, one must have the capacity to deal with client’s outrage and affront without taking it individual. You should have the capacity to practice tolerance and sympathy to enable the client to be OK with you and furthermore to pick up their trust. It isn’t difficult to keep up a client benefit position once you can agree to the guidelines and directions of the organization, and having the capacity to keep the clients upbeat. As a client benefit delegate, you are relied upon to be objective arranged, that is having the capacity to meet due dates, take care of client issues and furthermore to develop professionally as a person. You will likewise wind up acclimated with being a cooperative person, as the activity of client benefit centers around laborers filling in as a group for more prominent benefit of the organization. It is imperative that you can discuss viably with the two clients and representatives and furthermore ready to listen mindfully. Be attentive to each activity with the goal that you can without much of a stretch recognize adequate and inadmissible practices and activities in the work environment. Be sure about yourself and your capacities and don’t be reluctant to go up against duties, as these may enhance your part and position as time passes by. Give clients sufficient and precise data with respect to items and administrations. It is imperative that your examination on the items and administrations that you will be relegated to advise clients about, keeping in mind the end goal to have propelled learning on the items. This is critical, as clients can distinguish when or in the event that you know about the item or administration being managed. As a client benefit delegate, it is additionally essential that you input client data on the PC framework accurately, for the situation where the client may get back to or come back to the business; another operator may need to get to their data to proceed with their case. On the off chance that grievances are made by clients, guarantee that you record these protests, as they can be utilized to see where the organization is committing errors in managing clients; and furthermore to discover answers for dealing with these objections. On the off chance that you understand that you have attempted every single conceivable choice to help a client and can’t help them, at that point it will be satisfactory to exchange the client to a group captain or the administrator. Never unveil client data to any individual who isn’t allowed to get such data, as this is viewed as a transgression of secrecy. At the point when at work and managing clients never handle your private concern or demand while at work; that should be possible amid break, previously or after work. When managing clients, particularly up close and personal, dependably wear a grin, regardless of whether you are having a terrible day. This will revive your client and influence them to feel great. Never take out your own disappointments on clients or colleagues; once you are at work, behave in an expert way. When managing new programming, preparing might be furnished to outfit you with sufficient learning to use the product appropriately. Never be insolent to your clients. You will go over clients from differing foundations, societies or ethnic gatherings, and in that capacity, you will be required to execute fluctuating systems to take care of every one of their issues; as each arrangement of people convictions might be out of bound with you method for taking care of the circumstance. Be watchful likewise, of your selection of words and tone when managing different people; as one set may not locate a specific term or expression annoying, another will be offended or disturbed by it. Figure out how to discover diverse methods for conveying and managing different sorts of individuals. Attempt to frame associations with clients to influence them to appear to be all the more a companion than an adversary. Now and again the motivation behind why clients wind up furious extremely the manner by which they were managed and not really needs to do with the item or administration that was provided to them. A few clients will comprehend diminishes from your perspective while others won’t mind by any stretch of the imagination. On the off chance that you understand that clients are straying from the genuine issue, delicately divert the discussion back to the real issue with appearing to be mean. When putting clients on hold, guarantee that you disclose to them that you going to put them on a concise hold before doing as such. Try not to keep clients on hold for more than 1 or two minutes. On the off chance that you intend to keep them on hold for a recluse time, invigorate the client and afterward do as such. At the point when transferrin a client to an administrator or helpdesk; exhort client that you are attempting to interface with chief before putting them on hold. After that is done, prompt the director that the client wises to address them and refresh the administrator on the client subtle elements/inquiries. After the administrator has gotten client name and subtle elements of the call, once you have gotten the consent to interface the call, you take the client off hold and acquaint client and director with each other and afterward associate their call and end yours. On the off chance that a client brings in and you can’t hear anything, if a strategy was given to deal with calls like these, guarantee that you take after the system. Client benefit agents ought to have the expertise of multitasking; as most circumstances while dealing with a call, they will be required to review a ticket which contains important data about the clients and furthermore to review techniques that they have not yet completely get a handle on. When you have managed a client and you could illuminate their circumstance, you are then qualified for close their ticket and give a report of how you took care of the circumstance. Attempt to learn as much as you can inside the instructional meetings, on the grounds that typically what you realize in preparing is the thing that you will be relied upon to demonstrate amid the genuine workplace. Try not to be inconsiderate to any clients notwithstanding when they are being discourteous to you, it is best to stay quiet for some time and take a full breath. Make sure to endure as a top priority that they are not furious at you by and by but rather at the business itself and the manner by which the administration was given or conveyed to them. Few out of every odd call that clients make manages objections. In some cases they simply need to offer praise to a particular representative or to recognize the organization on work well done. Some days the experience will be great and some days it will be terrible, yet by the day’s end, it is an occupation that must be finished; regardless of whether clients are completely fulfilled or not.
Welcome to your new job as customer service workers. This manual was created to inform you about the duties and responsibilities of this job. To adequately conduct this job, you will need proper training. You will need to be able to deal with frustrated customers or resolve issues that are not always your problem. To be a good customer service worker, you will need to have a calm, polite, and understanding attitude. You will need to always be eager to help the customer, no matter what their issue is or how complicated it may be to solve. As a customer service worker, you will need to put yourself in the customers’ shoes to better understand what they want or need. In other words, show the customer empathy. When it comes to dealing with frustrated customers, you will need to have a great deal of patience. Sometimes customers will come directly to you with an attitude even though you haven’t done anything. Your job is to calm the customer down and settle the problems they are having. Do not take this interaction personal, as the customer can say hurtful things before they think. Keep a low tone of voice and do not match their tone of voice. DO NOT tell the customer to “calm down” as this can cause the customer to get more agitated. A good way to solve a customer’s issue is to know what services or products your business offers. This way you can answer the customers’ questions quickly and adequately. Knowing the products or services your business provides allows you to listen to the customers’ key words when they speak. This is the main focus of their questions. The key words of a customer’s questions should point you in the correct direction to solving the issue at hand. Key words also give you room to ask the customer questions that pertain to their issues. When you ask a customer questions, these questions should be in the shape of a wedge. To do this, you will start with a broad set of questions, then as you continue asking questions, you make the questions more accurate so that you can pinpoint what the customers issue is. If for any reason none of these tactics work, you may have to ask a manager for help. Never be afraid to ask someone else for help!
When you are in customer service, you will be working with multiple types of communication such as talking face-to-face, over the phone, or communicating over the computer. When working with someone face to face, utilize your body language. Body language accounts for over 90% of communication. Keep a smile and a calm attitude. Always be ready to help the customer whenever the opportunity arises. Mimic the customers tone of voice and excitement unless they are angry or upset. To deal with customers over the phone, speak clearly and slowly so that nothing is misunderstood through this communication. Answer the customers’ questions as fast and correctly as possible. If you do not know the answer to a question, it is ok to put the customer on hold to get a manager. However, if you do this, keep checking on the customer to let them know that you are still there. If a manager is not available, let the customer know that you will find the answer and ask them if it is okay if you call them back as soon as you do. When communicating over the computer, keep messages short and to the point. Do not put emotions into these messages as they may be interpreted incorrectly. Try and solve the customers’ issue as fast as possible and get back to them in a timely manner. In customer service, you will be working with people from different backgrounds. It is important to realize the differences between your customers in order to work well with them. Customers may have certain requests or need something done in an unconventional way. It is up to you to figure out their individual needs or wants and satisfy their issues.
To be a good customer service worker, you will sometimes need to go the extra mile to fix an issue that a customer might be having. Keep an upbeat attitude even if you are having a bad day. Customer service workers should never bring their troubles from home to work with them as this may decrease morale of the other customer service workers. As an employee, you will need to be understanding, realizing and accepting that customers that complain might not have as much knowledge about a product or service as you do. This means that the employee needs to be open and willing to take time to work with the customer to further inform them about the product or service. Any job will have its ups and downs. As a customer service worker, you will encounter difficult problems from difficult people every day. Do not let this discourage you. Instead, let this be an opportunity to make a difficult customer a loyal customer by solving their problem. However, not every customer will be satisfied with the results that they are given. If this happens, accept it and move on. Focus on what you CAN do for a customer, not what you can’t do. If you are unable to do something that the customer requests, let them know what you can do for them. Sometimes customers will not be satisfied with your solution because it isn’t exactly what they wanted. When this happens, apologize to them and list a few options that can solve the problem, but are within company policy. Do not promise the customer a solution that you cannot deliver. This will make the customer upset to the point where they probably will not do business with your company again. Satisfy the customer within the limits of your company. When a customer receives service that is not up to par, they will tell between 15 and 20 people they know. This can quickly become an issue for any company if they are not able to attract new customers because of a bad rapport. Do your best to make sure each and every customer gets their needs or wants met to ensure that they will spread a good word about the company.
Being a customer service worker, sometimes you will be required to work in teams. This means you will need to be able to work well with others, even if you are not fond of them. If you can deal with rude customers, you can also deal with frustrating co-workers. The goal of teamwork is to solve the problems you face together. Issues that you may have with a co-worker need to be addressed and eliminated before you will be able to solve a customer’s issue. Teamwork assures that if you cannot solve a problem on your own, that you will be able to ask for help from someone else and solve the problem together. Teamwork is a very important part of customer service departments, as you all have to work together to satisfy customers’ wants and needs. Communication is a very important skillset when it comes to working with customers and other employees. Both the customers and employees appreciate a customer service worker that is able to communicate effectively to get the job done.
After some time working in customer service, you may want to advance or move up in the company. To do this you don’t necessarily need to go back to school and get a degree. Moving up in a business may mean becoming a team leader or a manager. This may require some additional training on your part. You can read educational books, take a training seminar, or become more proficient in things that pertain to your job. When you move up in a company, there will be more expected out of you. You will need to be more professional and handle business faster and more precisely than just a regular customer service worker. You will also have bigger responsibilities such as managing other customer service workers, answering every question about the products or service that your company provides, or simply dealing with agitated customers that want to speak to the manager instead of the customer service workers. Moving up in a company means you will have a lot more on your hands, but it will be worth the struggle in the end.
To have a good customer service department, you will need excellent customer service workers. A company is worthless without a great customer service department. Having excellent customer service is what draws customers to a business and keeps loyal customers coming back to a business. Customers appreciate a department that puts their wants and needs first and helps them solve their issues in a timely manner. Customers are what keeps a company running, and if that company has bad customer service, that company will not run smoothly. Remember, a company is only as good as its customer service department!
What is Good Customer Service?
Understanding what good - or even gerat - customer service is plays an essential role in meeting the customer’s needs and being a successful business in general. Maintaining positive relationships with your customers through quality service ensures repeat business and a growing customer pool.
Attitude is a defining pillar of customer service. Appearing friendly, helpful, and engaged can work wonders on a customer’s perception of the experience. Conversely, an attitude of hostility or indifference drives customers away from repeat business and sends them into the arms of competitors who give better quality service. Often times, a customer’s entire perception of a company, brand, or product is dependent on their experience with Customer Service Workers.
Anticipating needs and going the extra mile both show that we care for customers and want to help them in any way possible. Sometimes it is impossible to anticipate customer needs, but relying on situational cues and past experiences can help you make predictions for future needs.
Quality service starts with quality listening and communication. If your active listening and communication skills are not clear, objective, and professional, it is impossible to move forward with excellent customer service. Communication is the foundational block on which all other elements of service are built.
Dealing with the Difficult Customer:
Difficult customers can test the limits of our patience and make our blood boil. An average workday can descend into a flurry of unpleasant emotions if we allow a difficult customer to affect us in a negative way. The very first step to dealing with a negative customer is protecting your mood and thought space by recognizing the distortions that are occurring and self-affirming what you know to be true.
If a disgruntled customer calls you lazy or uncaring, self-affirming the fact that you are a valuable employee who was hired for a reason and with confidence can help protect your own emotions from being pulled into the customer’s chaotic whirlwind.
Take the situation of an irate customer with polarizing opinions. They may berate the business and indicate that the business is fraudulent, unprofitable, or terrible. Remembering positive work experiences and the customer compliments you have received in the past can help to self-affirm what you know to be true, regardless of the difficult situation you are currently in with the customer.
When dealing with a difficult customer, start with the most basic tactics and expand from there. The core concepts of customer conflict resolution include active listening, taking ownership of the problem, and creating a partnership between employee and customer as they work together to achieve a quick resolution and customer satisfaction. Active listening can include eye contact, leaning in, affirmative words or phrases, repeating information back, and refraining from distraction or interruption. Taking ownership of the problem requires an empathetic step beyond simple sympathy and sharing in the discomfort and pain the customer is experiencing. Creating a partnership for resolution means becoming a champion of the customer’s cause; you are transitioning from a perceived element of the upsetting problem to the customer’s biggest advocate.
Once you have identified the customer’s specific problem through clear communication, the next step is to apologize, then apologize again… Apologies must be sincere in nature and the Customer Service Worker must try to refrain from minimizing the situation or making excuses.
When it comes to dealing with an upset customer, your ultimate goal is to balance out the weight of the customer’s bad experience with remediation that is equal to their loss. The goal is to return the customer to a reasonable level of satisfaction by the end of your interaction with them. It is imperative to follow up after the conversation to ensure the customer is still satisfied.
At the end of the day, you are the one in control and you have the right to maintain control of yourself in the conversation. We find common ground with difficult customers when we set aside our emotions and frustrations and focus instead on providing quality customer service.
Effective Telephone and E Communications:
Telephones and the internet are both examples of the new ways communication is occuring as advances in technology and society take place. While taking away the nonverbal elements of face-to-face communication can obscure meaning and muddy the intended message, if mindful communication techniques are used, technology opens the door for instant, concise, helpful business communications.
During a phone call, we are left without the advantage of visual cues. Tone of voice and careful word selection must be used in place of visual cues to communicate meaning to the customer. During a phone call you will want to match your pace, volume, and vocabulary to the other person in order to avoid overwhelming a nervous or angry caller.
The goal in a phone call is to quickly identify the issue, describe the options, pick a suitable resolution with customer teamwork and participation, and then to fix any problems. Sometimes this goal cannot be completed on your own, and you will need to transfer the customer to a supervisor, another employee, or another department.
As you talk to someone more, you begin to unknowingly build rapport with them. If you have built rapport with a caller and then need to transfer them, transfer stress may occur. Communicating your reasons, apologizing for delay, and thanking the caller for their patience are all strategies to reduce transfer stress during calls.
E-communications include any communication that is web or computer based, including emails.
Emails are intended to be brief, have a clearly defined subject, and touch on one to two main points.
The challenge of effective e-communication lies in constructing a message that is concise, yet comprehensive enough to cover your main points. Using template copy wherever possible can help organize your writing and keep your points concise. You have the opportunity to personalize the templates as you go, which often lends to the freshness and relevance of the communication. E-communications can be summarized as being simple, cordial, clear, and brief.
Teams exist in every area of life and are vital to the success of a business. There are three primary components of effective teamwork. Teams must share a common vision and mission among all members. A common vision comes from strong leadership and a mission statement which directs the actions of the team.
Effective teamwork utilizes the complementary skills of each team member. When a team is in the forming stage, the skills and talents of each team member may be initially unclear to others. As teams grow in cohesion, the different but complementary skills of each teammate arise and are used for the attainment of the team goal. Interpersonal bonds can be thought of as the glue that holds teams together as teammates get to know each other and grow closer, uniting under their shared goal and common focus.
Self-Care for the Successful Customer Service Worker:
Practicing self-care is imperative to success in careers, relationships, and life in general. Self care involves protecting your mood and mindset at work by not allowing exterior negativity to drag you down with it.
While connection to others is what marks your success in customer service, it is important to regulate and not allow yourself to become drained by dealing with an endless stream of problems all day long. Don’t take your work home with you. Put your work into context and maintain a healthy work-life balance. Grow in other areas of life - work isn’t everything.
The Importance of Practicing Professional Development:
While a career in customer service promises to be full of reward and growth opportunities, it can be a competitive environment where newcomers can feel like they cannot get a foothold or rise above the competition. Employers have very specific needs, and they will weigh your skill set against their needs during the process of recruitment and interviewing. Practicing customer service job skills and undergoing professional development can help you begin a successful customer service career and stand out from the crowd.
Practicing professional development also plays a large factor in promotion and internal growth through the business. The Customer Service Worker with strong, well-honed professional development skills is the strongest candidate for promotions and internal hiring. The work you put in today could potentially impact an employer’s decision to hire, promote, or even terminate you further down the road.
While people and leadership styles are unique, there appear to be eight characteristics that all effective leaders share. These characteristics include being a good coach, communicating and listening well, empowering your team, and maintaining a clear vision.
A group of seasoned business leaders helped identify five universal factors for success in your customer service career. The factors that can make you most successful are passionate curiosity, battle-hardened confidence, team smarts, a simple mindset, and fearlessness.
Undergoing continual professional development is key to your career success. Professional and career development grows you into new areas of work. Types of career development can include things like internships, creating relationships with those in high positions, and networking. Customer service requires many different social skills, all of which you can develop and practice through professional development.
Listed below are a few examples of how to practice professional development:
Practice Public Speaking
Draft out interview responses in advance
Do not be afraid to admit when you don’t know the answer, be willing to find out
Do not rush into answering a tricky question, think before responding
Always dress appropriately - dress up or down as the situation requires.
Project enthusiasm for your ideas and goals; the attitude is contagious.
Be truthful but never hurtful.
Conclusion: The abilities to effectively deal with problem customers, work on a team, communicate, take care of yourself, and practice professional development are all at the core of success in a customer service career. These practices make your work day more fulfilling, and you are able to effectively carry out the duties of a Customer Service Worker.
GIVE THEM A REAL VIEW OF THE ORGANIZATION
Telling new hires where you come from can not only help them feel more welcome, but help them do their job well. Talk about your history in depth: the good and the bad. Talk about who the founders are and why they’re here. Point them to some of your blog posts that exemplify what your company is about or highlight important parts of your history. Emphasize that they’re helping to write the next chapter.
More importantly, have them get to know your customers. No matter what department they’re joining, understanding your customers will be useful.
Human beings focus a lot on immediate connections within our companies: our relationship with our boss, our direct reports, etc. But having weak (or no) relationships with the rest of the staff can breed alienation and cause conflict down the line.
We invite the whole staff to a game night whenever someone joins the company. There’s free beer, a game and a quiz we invented. It gives people who may never be in the same meeting room a chance to connect as human beings.
This includes remote employees. It’s easy to forget them, but they’re just as important as local employees and often feel disconnected (or even disenfranchised). Treat them right and schedule a Skype call for new hires to meet them. It’s not as good as a party, but it helps a lot.
As the manager of a customer service department looking for new hires, I would have to say the most important factor to take into consideration, is how empathetic an applicant appears to be. If they can see the issue from a customer’s point of view, they are more likely able to get to the bottom of the problem, and empathy is something that can’t be learned like other traits can be.
Another trait important to a customer service worker is being able to listen and then convert that skill to being able to find quick solutions to inquiries. The skill of communications, both verbal and non-verbal, is a must to success as a customer service worker.
A customer service worker candidate should be pleasant and considerate. Sometimes irate customers will try a customer service worker’s patience, but they must strive to stay calm and collected at all times.
Further down the list of traits is problem solving. While some problems can be taught how to be dealt with, others must be looked up on a computer or other device. The customer service worker must be able to categorize issues in a timely manner and this is where problem solving traits come into play.
A good customer service representative can gain or lose a company customers. If they are polite and know their job, customer service can be a boon to business. Contrary, if they are impolite and don’t come across as confident, customers will not have a good experience and that can hurt business.
It is the first job of a customer service manager, to see these traits are met in the interview process, and hire the best customer service candidate(s) for the positions.
The first thing to do is to explain the job to them. As customer service workers, you will be required to be the company’s voice and whatever they do, they must keep that in mind. Everything you do or say will be a reflection on the company. You will be required to put their best foot forward, not only to get the job done, but to do it in a timely manner.
You will not only be doing the easy tasks such as taking bill payments or changing addresses for customers who have moved since their last interaction with the company, but also needing to deal with angry customers. You must stay calm and collected during these confrontations, and not let the interactions escalate if possible. Sometimes, you will just have a difficult customer and that’s to be expected from time to time. If you treat them with respect and empathy, that will go a long way to de-escalating the situation. Also, use the phrases, uh-huh, I see, I understand, etc. to let the customer know you’re listening and it also buys a little time to breathe. You must be professional at all times. Keep in mind, you may not be the first contact the customer has had with the company about the particular problem, and they may be angry because no one else has dealt with the issue successfully. It is then, your job, to make sure the customer leaves the customer service desk, completely satisfied. It is possible to offer extras, such as coupons, and give them more than they expected to receive. Or give them a free sample of something, like a lotion or soap. Whatever you do, remember this: you are the voice and embodiment of the company, and you have to stay professional and calm. If that fails, you can hand the customer over to a supervisor, but that must be done as a last resort.
When using e-communications, first of all, remember to treat the customer with respect and patience. Everyone is different, and what might work with one customer won’t necessarily work with the next one. You have to be flexible with such things.
Secondly, the customer can not see your expressions, unless a camera is involved, so keep your opinions and emotions to yourself. This will make a better impression on the customer.
Thirdly, remember to always smile when using telephonic services, on the computer it doesn’t matter if you smile or not, unless there is a camera involved, but a smile on the phone will make you sound more friendly to the caller. With e-communications, please take time to proofread and make sure what you said is what you are saying.
Fourth, pay attention to the tone of your voice and the rate at which you speak. A normal tone and volume will probably best suit the situation, and you should try to speak at a rate of four syllables per second, or one hundred forty words per minute. Select your words carefully so the customer can understand what you are explaining to them, this will help alleviate some of the confusion that could occur. If it’s necessary to transfer a call, first get the customer’s permission, then explain the situation to the other customer service worker or supervisor, and check back in with the customer every twenty to thirty seconds, so they don’t think you’ve deserted them. Be sure to thank the customer, before transferring the call, for their patience and cooperation in waiting for the call to be transferred.
Use a template or copy of standard e-communications to make it easier and more clear for the customer to understand what you are saying. By necessity, e-communications are brief and to the point. Don’t get wordy or veer from the subject at hand. Use a cordial tone in your writing to keep the customer calm and help to get the issue resolved sooner.
Important things you should consider when looking for a job in customer service, and later, advancing in that career, are to get to know the company you are applying with. Find out what they do, how they do it and what they do with it. One way to successfully accomplish this is through employment boards, or internet sites that are dedicated to job searches, both from the searcher’s viewpoint and the employer’s viewpoint.
Another way to find out what jobs are out there, is to connect directly with human relations officers, who know what a certain company might be looking for. Remember, the executive doing the hiring may be as apprehensive as you may be. It’s like inviting a stranger into your home, and they might be worried that you are not a good fit for their company.
An internship might be a good fit for you. Internships are the new entry-level jobs, and an intern may have a wide variety of duties, from taking coffee to the company president, to working a help desk. This is a good way to get your foot in the door, and make an impression either good or bad. Never play on your phone in an internship, you could miss some valuable communication and the boss will not appreciate it.
International jobs can be exciting and rewarding. If you’re considering this avenue, some things to work on might be learning a second or third language, cultural knowledge, actually working in the country you’re considering applying for employment in, and project management.
Public speaking skills are also important, you might need to talk to co-workers or schmooze at a company party. Everyday, you will talk to customers, and realize that silence is not a bad thing. You don’t have to talk every minute, it’s fine to stop, think and then answer questions. If you don’t know the answer, offer to find it out and get back to the customer.
If you follow these guidelines, you may have a better chance at a job that you’ll love.
Some of the characteristics common in successful customer service
workers are strong communications abilities, communication technology
skills, interpersonal relations, and problem-solving skills, and all require
lots of patience.There are three primary components of effective teamwork: the common vision and
mission shared among all team members; the complementary skills of each team
member; and interpersonal bonds that tie it all together. Let us consider how those
A common vision requires strong leadership providing a direction for the organization
and your team to follow—a guiding principle or a mission statement. Before you can
have cohesion as a team, there must be clearly defined duties, interim mileposts, and
expected end goals. There’s an old saying that where there is no vision, the people
perish. This is as true for teams, companies and other organizations, as it is for entire
The best functioning team may be composed of a diverse group of people providing
different but complementary skills to the group effort. It may not be immediately clear to
each team member what those specific skills and characteristics might be, but you can
trust that your experienced supervisors and company managers had their reasons for
assembling your particular team. You may quickly notice that each person on your team
brings something unique to the group, every member providing assets (as well as
detriments) to be utilized and accommodated. Remember the strength of the group
does not necessarily come from your similarities, but the combined contribution of each
An effective team should bond together in common support of the company’s vision and
mission. This is an ongoing process, as the team members come to appreciate each
another’s abilities, loyalties, and commitment to individual and group successes. As with
any well-functioning relationship, the team is also able to examine itself and address
and resolve issues, without turning inward and self-destructing. For the full benefits of
team dynamics, creativity and differing opinions are not only valuable, but also
essential. It is the role of a team leader or supervisor to ensure the team effort remains
coordinated and productivOne of the first steps when dealing with a challenging customer is to protect yourself
with the proper mindset and attitude. Just because your customer is agitated or angry
does not mean you need to absorb it or respond in kinde, and that proper procedures are followed to keep the team efforts on track.An attitude of calm detachment can help you deal with difficult customers.
A little empathy and an apology are often the best tools to defuse an upset
customer. When dealing with angry customers, employ active listening skills, and assure
them you’re on their side.Don’t get caught up in a customer’s personal attacks.Turn the interaction to a focus on fixing an issue,empowering the customer to help seek suitable solutions. Exceed the customer’s expectations.
Welcome to the team, we will be covering what is expected from you while you are employed here with our company. We will go over the very basic of what you need to know. If you have any questions please feel free to ask a supervisor and they will assist you with the answer that you need. Our company is a very well known company. When you become employed with us you are now associated as a part of our company. We hope that you understand you will be representing us. So we need you to act very professional and keep to the employee handbook.
As a customer service worker, you need to know what is entailed in your job description. You will either be dealing with people in person, over the phone, or online. You will be there to assist customers. Help them with whatever they are needing. When dealing with your customers always be very respectful. There are going to be many different customers that you will come across in this line of work. Your customers on the phone will be able to tell if you are being sarcastic or rude all by the tone of your voice. All facial expressions are very readable as well. This is like a nonverbal way of speaking. Keep a smile on your face even if you are in a bad mood. Customers will feel like you are being rude if you have a scowl on your face. If you feel like you can not be showing the customer that you are friendly because you are having a bad day speak to a supervisor and let them know what is going on. They will try to help you in any way that they can.
The types of customer you will be dealing with will be diverse. You could have customers who speak little to no english and will need more attention as to try and understand you and get you to understand them. Big companies like ours will alway have a diverse customer base. We will try to keep you to customers that speak languages that you understand. If we are really busy and you think you can help we will ask you to deal with some customers and try to understand them. Do not get upset with them over this, help as much as you can. If you need to get a co-worker who can help you and understand them.
You will also deal with a few challenging customers. Try not to let these customers get to you. Professionalism is very important and you need to stay professional no matter how the customer is acting. The customers can get very irate where they might threaten you. If they do, you need to get ahold of someone in Human Resources right away. We record all of our run ins with the customers so that we can make sure nothing bad is happening and you as employs are treating customers well and customers are treating you well. There will be some challenging situations that arise as well. Try your best to accommodate the customer. Whether it be giving them a coupon or just making sure go that extra step and make sure things go ok.
When communicating with customers or even co-workers you need to stay professional. On the phone always say hello, who you are, and ask how you may assist them today. We can not be talking in slang or using curse words. Remember even on the phone that a customer can tell if your making fun or being rude. The way you talk to a customer reflects on how you as an employe are rated. It also helps the customer decide if they wish to continue giving us business or want to take their business elsewhere. You could also be placed to talk to people via skype or a video chat. Here it will be just as if you are dealing with them in person. So just follow the way you would act as if this person was right in front of you. E-mail is also a way for our customers to get ahold of us with questions or complaints. When responding remember to cover all of what they have asked in their questions. Be to the point and concise with your response. Refer to them as Mr. or Mrs. or even if they let you by there name. Use correct english when writing. We do not need to use slang here either.
We as a company deal with each other, our customers and our fellow employees with professional respect. If you and a co-worker have a relationship / friendship out of work keep that out of work. Do not use your EMail as a way for you guys to talk. You can wait till you are on a break or till you are out of work. When at work this is time you spend doing what is required of you. It is not time for you to socialize and catch up with your friends. When you Email your customers back you need to be courteous. Use words that they will understand, speak clearly when stating how to help them resolve their issues. Email is one of many ways to communicate with our customers. We can also talk by live chat, live chat is more of a way for you guys to talk faster than having to wait for the email correspondence. The chat is just like the phone, when you need help or you are going to send your customer to someone else let the customer know what is happening. Keep them updated as you are doing what you need to. This is to let them know that you are still there and have not forgotten them. If you are sending them to someone else let them know who it is and that they will be able to help them. Let your team member know the customers name and what it is they are in need of.
Now we will cover your work attire. If you are working on-site we do want you to be dressed appropriately for the job. That means if you are in a position where you need to be dressed up then dress up. If you are in a position where you can dress casually please dress casually but always keep it nice. Do not wear jeans that have holes or any tears. Please if you would like to wear dresses and skirts keep them at an appropriate length. Do not wear them short. Your shirts should be appropriate as well, no t-shirts with anything bad on them. Shirts should not be too low cut. If you are working from home please follow the same as the casual. We know you would like to come in pajamas since you figure you won’t be seen. But sometimes you might be required to do video chats. So please make sure always be dressed nice.
We do offer special bonuses for our employees who are excelling and going above and beyond what is required of them. We like to make it worth the effort that you put into the job and reward you. We do employee of the month and when we can tell you are going above and beyond you are eligible to get extra time off rewarded to you as well. We like to have incentives for you our employees to keep up the good work. To keep doing good and not to get discouraged with the job that you are doing. Perks will be offered after 6 months of employment. So keep this all in mind when you feel that customers are just being hard to deal with. We have to stay positive and keep up the good work.
So these are our rules of conduct that we expect every employee to follow. It doesn’t matter what position you have in this company. Whether you are the President of the company or even a customer service representative. We expect everyone to follow and keep up with the rules. Over time we add new things to our rules as they occur. So always keep yourself up to date with all of the rules and regulations in the handbook. If you have free time now and then, use that time to brush up on what we require. We know that some people may think that this is a lot for an employee to follow. But what we are asking is not as bad as most companies. Our company is here to serve our customers and to keep them happy. But we are also here to protect our employees and to keep them happy. We are a very large company and we are always sure to acknowledge good work. We make sure we know who is paying attention to the job. We are happy to have you as a new addition to our company. We look forward to many years of your service.
Thank you for your time,