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March 26, 2012
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Tricks of the Trade (For Better Customer Service)

We’ve all heard of “stellar customer support”. By the same token, there are people who are of the opinion that some companies give “poor customer care”. But what exactly do these terms mean?

While there may not be a quick, single answer, here are some tips to help your business, no matter how small, extend customer service that people can describe as being one of, if not, the best.

One way is to make good use of what you have—the telephone. It’s been said before, but we’ll say it again: Never let callers wait for extended periods. An ideal time would be no more than 30 seconds; the shorter, the better. Making them wait can lead to dropped calls that translate to lost opportunities.

Telephone agents must likewise remember that each caller is different. They should, therefore, learn to deal with different personalities. Be sensitive and listen attentively to each caller. This way, agents can meet their needs more effectively.

Speaking of needs, don’t limit your business to an “all talk, no action” entity. If customers have complaints, deal with them in a timely manner. Are you receiving negative feedback? Do all you can to fix the problem.

While these tips may sound redundant and even basic, they do work. Remember that customers are the lifeblood of your business. The last thing you need is to hear them say that your customer service “sucks”. And for a mad client, that’s an understatement.


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