Good Customer Service Tips

20+ Phone customer service & etiquette tips for …

Many factors go intocustomer service telephone etiquette, including some things you shouldn’t say or do. Here are some tips on what not to do when leading telephone calls with customers: 1. In phone customer service, never downplay a concern a customer has. Every concern should be treated fairly. Even if the … See more

1. Think of tone on a spectrum. Take the examples above: “Anything else?” and “What else can I help you with?” One is clearly sliding into bitter-sounding territory, while the other feels friendly but still professional.
2. Use positive language. Positive language keeps the conversation moving forward and prevents accidental conflicts due to miscommunication. Words like can’t, won’t, and didn’t — and phrases like “you have to” or “you need to” — are usually interpreted as negative.
3. Be brief but not brusque. It doesn’t matter how amazing your reply is — most customers are going to ignore a 1,000-word email. Keep both sentences and paragraphs short.
4. Reply in a timely manner. When you can modify your saved reply with the customer’s name and an acknowledgement of their specific issue within 30 seconds, it can make some people wonder if their email even got read.
5. Always use your customer’s name. If you’re not using the customer’s name in your greeting, you’re missing an opportunity to use the psychology of consumer behavior to your advantage.
6. Treat customers with respect. Customers want to feel valued and appreciated. They don’t want to be spoken down to or ignored. When you’re providing customer service, make sure you are respectful and use a polite and helpful tone.
7. Provide prompt assistance. In my experience, customers hate waiting. They often want help immediately and don’t want to wait long for it. Put a system in place that allows customers to get assistance quickly.
8. Find solutions that actually meet customer needs. Not only do many customers dislike waiting, but they also hate having to deal with the same issue repeatedly.
9. Communicate clearly and concisely. Don’t confuse customers about what is happening or what they need to do. When providing customer service, make sure your communication is clear and easy to understand.
10. Be honest when things go wrong. Customers appreciate honesty. If something goes wrong, they want to know what happened, and they typically want businesses to be upfront about it.

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15 Phone Skills To Use When Communicating with …

WebJun 24, 2022 · Updated June 24, 2022 Whether you work remotely or on-site, you may regularly use the phone to talk with clients, customers and other employees. This is why …

1. Make sure you're using the right tools. There is just no substitute for knowing your customers. The right support tools make it easy. You’d be surprised at the number of meaningful conversations you can have when you no longer have to stumble around in the dark.
2. Communicate clearly with customers. Excellence in anything increases your potential in everything. There are few positions for which this applies more than support — clarity in communication is paramount because it affects everything you do.
3. Speak as your customers do. Chase Clemons of Basecamp makes this point with gusto in "How to Write Support Emails Your Customers Will Love", but the quick takeaway is that your customers want conversations, not “correspondence.”
4. Always use positive language. Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic.
5. Give credence to customer complaints. Harsh words are not always indicative of insight, and complaining customers are not always a sign that something is wrong.

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