Courtesy Statements In Customer Service

Customer Courtesy: What It Is and 8 Best Practices to Do …

Web7. Lovely. If the customer shares their address, which you know to be a nice area, this compliment is a great way to boost the customer’s ego and give the conversation a friendly feel. Also, this phrase enables the …

1. Ask the customer how they would like to be referred to. There's a personal element to customer courtesy that you always have to account for. Let the customer know they're talking to a real person with a real interest in solving their problem.
2. Practice active listening. Hashing out a problem with a customer is a two-way street. If you want them to listen to you, you have to listen to them. It's crucial to learn and refine your active listening skills.
3. Commit to every problem — even the ones you solve all the time. As a support rep, it's almost a given that more than one customer will come to you with the same issue.
4. Use personal pronouns. Just like asking a customer how they want to be addressed, using personal pronouns will increase the personal element of customer courtesy.
5. Be empathetic. Chances are that you’ve dealt with an issue similar to your customer’s in the past. You may have needed to return an item and reach out to a company’s service team, or you may have needed to troubleshoot an issue with your order.
Location: 989 Market St, San Francisco, 94103, CAEstimated Reading Time: 8 mins6. Connect customers with agents ASAP. Have you ever called a business and gotten stuck on an automated phone menu? You’re just trying to connect with a human being, but the pre-recorded menu keeps directing you to more recordings.
7. Start on a friendly note. You only get one chance to make a first impression. Give a cheerful “Good morning” or “Good afternoon” before introducing yourself to the caller.
8. Don’t hide behind “we” Use the pronouns “you” and “I” when talking to a customer. It sounds a lot more personal than saying “we” to refer to your whole company.
9. Give “verbal nods” when the customer is talking. Since you can’t make eye contact over the phone, do the next best thing: Remember to “verbally nod” when a customer is explaining an issue.
10. Show compassion. It’s easy to get bored when a customer tells you about issues that you handle all the time. But to them, the problem is important. Step into their frame of mind and let them know you understand the seriousness of the problem.

See Also: Telephone courtesy and customer service Preview /  Show details