talkdesk 37 techniques to achieve excellent customer service
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 1
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 2
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Business phone and
inside sales software
for support, sales and
marketing.
The all-in-one call center softwarefor small and medium businesses.
Learn More Try Talkdesk for Free
Browser-based call center software that takes
5 minutes to setup.
Integrate with your business tools (CRM, Helpdesk).
Call monitoring and reporting (real-time and historical).
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE
TABLE OF CONTENTS
3
//Introduction
// 04
// General Techniques // 05
// Follow Up Techniques // 20
//Damage Control Techniques
// 28
// Conict Techniques // 33
// Conclusion // 46
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 4
Customer-centric companies are beneftting
from increasing the service quality of their
phone conversations. Making these customer
interactions more personal, professional and
effective can increase customer satisfaction,
promote a positive brand image and increase
revenue for the company. It is therefore a
critical skill that should be encouraged and
enhanced in any employee who interacts
with customers over the phone.
INTRODUCTION
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GENERAL TECHNIQUES
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Active listening is essential for effective
communication. It allows for a better
understanding of the customers needs
and shows a willingness to help. Allow the
customer to talk without interruption, reect
back their main question or concern and
ask clarifying questions when necessary.
ENGAGE INACTIVE LISTENING
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 7
HIGHLIGHTUNDERSTANDING
Ensure that each customer is aware that you
understood their needs. By using active listening
techniques and asking relevant questions, you
will communicate that you understand them and
are making an effort to help solve their problem.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 8
BE COURTEOUS
Be polite and have respect for your customers.
Always use please and thank you and create
an inviting environment for the customers.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 9
CALL THE CUSTOMERBY HIS NAME
Ask the customer their name and pronounce
it correctly. This communicates respect for
the customer and lets them know that they
are important.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 10
GO THE EXTRA MILE
Demonstrate through actions that the customer
is important by giving more than the minimum
effort required. By taking the initiative to provide
better service or give the customer something
extra, customers will feel valued and appreciated.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 11
ASK, DONT DEMAND
Statements can sound harsh.
Asking appropriate questions makes the
conversation more collaborative.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 12
EMPOWER
Empower customers with adequate information
to make informed decisions. When there are
options, thoroughly describe each available
alternative. By offering choices, customers
will be more involved in solving their problems.
This results in a higher level of customer
satisfaction.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 13
BE PROACTIVE
Engage in proactive steps to satisfy the
customers needs. Being proactive will also
help to reduce barriers when problem solving.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 14
HIGHLIGHTPROS AND CONS
When describing a product or service, include
both its strengths and weaknesses relative to
alternatives. By providing balanced recommen-
dations, customers will view you as more credible.
This increases trust and customer satisfaction.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 15
EXPLAIN
Customers are not always familiar with your
companys policies or procedures. Thoroughly
explain to customers what youre doing and
why youre doing it. A clear understanding
tends to decrease customer frustration.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 16
USE PLAINLANGUAGE
Avoid technical terms, jargon and acronyms.
Be professional, concise and clear.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 17
When the customers needs are beyond your
expertise or level of competency, refer them
to a colleague, a supervisor or manager.
Always explain to the customer that they will
be transferred to someone that can effectively
address their problem. Ensure that the referred
party is provided with the necessary information
to help the customer.
REFER WHENNECESSARY
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 18
KEEP THERIGHT DISTANCE
Be aware of your customers comfort zone and
increase or decrease your distance accordingly.
Adjust your behavior when a customer shows
that you are too close or too distant.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 19
SUMMARIZECONVERSATIONS
Summarize the main point of the conversation
before engaging in the problem solving process.
This will demonstrate that you were listening
attentively. It will also facilitate a mutual under-
standing between you and customer.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 20
FOLLOW UP TECHNIQUES
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GIVE INFORMATIVEMATERIALS
Give customers tangible information they
can refer to after the interaction has ended.
These can be brochures, links, a summary
of the conversation or any other informative
materials.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 22
SUGGESTALTERNATIVESTO WAITING
When a situation arises where a customer
is waiting for an answer or solution, provide
an alternative. Allow them to reschedule or
have someone call them back.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 23
SCHEDULEA FOLLOW UP
When an answer to a customers question
is not readily available, clearly explain how
you will fnd the solution, set appropriate
expectations of when and how you will follow
up and then follow through as planned.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 24
GIVE YOURBEST EFFORT
Trying your hardest to solve a customers
problem in a timely manner is essential to
having a positive customer interaction.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 25
COMMIT
Explain to the customer when you expect
to have the desired results. Ensure that you
follow through as planned.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 26
FOLLOW UP
Follow up with the customer at the scheduled
time. Ensure that you adequately addressed
their needs and that you answer any additional
questions.
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KEEP CUSTOMERSINFORMED
If you cant follow up during the scheduled
time, inform the customers with adequate
notice and manage expectations appropriately.
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DAMAGE CONTROL TECHNIQUES
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ASSUMERESPONSIBILITY
When something goes wrong, assume
responsibility. Assume that every problem
is your companys fault.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 30
ADMITMISTAKES
Be honest and open about mistakes.
This will increase the customers respect
for you and your company.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 31
APOLOGIZE
After an error, apologize and be sincere.
Then, refocus on solving the problem.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 32
REWARDWITH A BONUS
Give useful and valuable rewards for
inconveniences or issues. The customer
will appreciate the effort.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 33
CONFLICT TECHNIQUES
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Allow angry customers to talk and express
their feelings until they release their frustration
and calm down.
ALLOW CUSTOMERSTO TALK
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 35
SHOW YOU CARE
Use empathy statements to show you
understand the customers feelings or
frustrations.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 36
USE THECORRECT TONE
Dont smile, laugh or mock upset customers.
Convey empathy with a soft tone.
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BE NEUTRAL
Do not offer your opinion, agree or disagree
with customers. Offer empathic support and
work to solve their problems effectively.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 38
DONT REACT
Never respond to angry comments.
Allow the customer to voice their opinion
and interject with a helpful redirection when
appropriate.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 39
FOCUS
When a customer is tangential, redirect the
conversation back to the important issues
and focus his attention on constructive
solutions.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 40
USE VERBALSOFTENERS
Use words like likely, typically, perhaps,
sometime,possibly or occasionally with
customers who might not respond well to
categorical words like always or never.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 41
MAKE ANGRYCONVERSATIONSPRIVATE
Avoid talking with angry customers within
earshot of employees or other customers.
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AGREE
Find something to agree with the customer
about. An agreement will result in collaboration
and cooperation.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 43
USE SILENCES
When customers talk, listen and wait for
a silence. When your customer has stopped
talking, then summarize their main point and
work together on a solution.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 44
USE TIMEOUTS
If customers are frustrated, annoyed, or are not
capable of engaging in a productive conversation,
allow them the opportunity to think by themselves
for short periods of time. Then, address their
concerns effectively.
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When customers refuse to act constructively
and alternative methods have been exhausted,
set limits and end the interaction.
SET LIMITS
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CONCLUSION
Excellent customer support is essential
for any business. The techniques described
below will allow your customers to feel
important and respected, resulting in
increased customer satisfaction and loyalty.
When implemented correctly, these techniques
can have a large impact on your bottom line.
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37 TECHNIQUES TO ACHIEVE EXCELLENT CUSTOMER SERVICE 47
Talkdesk is as powerful as an enterprise call center
software with the simplicity and price of a business phone.
Always know whos calling.Increase customer satisfaction.
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