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Customer Service Tips from a Social Worker Turned Support Rep

www.virtualassistantisrael.com/the-blog/customer-service-tips/ How many times have we dealt with a customer who is irate and yelling and all we want to do is yell back?

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Customer Service Tips from a Social Worker Turned Support Rep

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  1. Customer Service Tips from aSocial Worker Turned Support Rep Dos and don'ts of dealing with tough customers (646) 504-0452 | www.virtualassistantisrael.com

  2. Introduction • How many times have we dealt with a customer who is irate and yelling and all we want to do is yell back? • Yelling back will feel satisfying in the short run, but you can say goodbye to that customer.

  3. Introduction • Controlling yourself and finding a way to calm the customer down will reap both financial rewards (loyal customers) and emotional rewards. • If you manage to control your anger and defuse the other party’s anger, you’ll actually feel really good about yourself. • Check out – and live by – these customer service do’s and don’ts.

  4. Don’t tell an emotional customer to calm down • The most common reaction to being told to calm down is to become more upset and frustrated.

  5. Don’t take things personally • People can get really mean when they have spoken to a lot of people and their problem is still not solved.

  6. Do listen to what the angry customer is saying • Try to tune out the tone of voice and truly understand what the customer is complaining about.

  7. Speak in a calm voice • Most of the time customers just want their problem fixed and might not have the best tone. If you speak in a calm manner, chances are they will be more willing to listen.

  8. Don’t say the problem is the customer • Don’t tell the customer that everything is fine with the product or service and that the problem is the customer.

  9. Repeat the problem back to the customer • Do repeat back to the customer in your own words what you feel the customer is trying to convey. • Usually a customer just wants to feel that they are heard. Once that occurs they are more likely to calm down and speak to you in a normal tone of voice.

  10. Don’t lie or make promises that you cannot deliver • Do tell the customer the truth. • If you do not know how to solve the customer’s problem, don’t make something up. Tell them that you have to check on it and will get back to them.

  11. Follow up • Don’t say you will get back to a customer and then forget about it. • Do call or email them a few days after you spoke with them and make sure that whatever problem they were having has been resolved. • The customer might not remember if you don’t check in, but they will definitely remember if you do.

  12. Up-selling a product • Don’t try to upsell a product when you are dealing with an irate customer for the first time. • Do try to speak to them about different products after you have established a relationship with them. • Trying to sell more products should be the last step in customer service.

  13. Conclusion • Listening, understanding and giving. That’s what people want out of any relationship.

  14. For superior Virtual Assistant service, YOUR business needs Call us today! (646) 504-0452 www.virtualassistantisrael.com

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