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Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent, smaller businesses have the advantage of selecting employees that possess excellent customer service know how and capabilities. The customer service department should also be extremely familiar with the inventory, services, and policies entailed in the store. For customer service face to face, employees should concentrate on their own appearance. A sloppy look, chomping on gum or an employee lacking hygiene can negatively reflect on the company. Having a dress code or grooming evaluations can motivate employees to excel in face to face situations. Once the right staff has been hired, there has to be an example set for them to follow.

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Establishing employee of the month recognition programs, giving gifts, or verbally acknowledging accomplishments are good ways to drive the staff toward the set out goals of a business. Some companies train their staff by asking them to put themselves in the customers position. When people consider their own preferences, they may be more apt to see where the customer is coming from. It is important to have the dual goal in mind of keeping the customer happy and at the same time working toward benefiting the business. Lear is an acronym for listen, empathize, ask questions, and resolve the problem. All employees should try and practice this method of handling customer problems, with the end goal being to send the customer away in a good mood.

Treating people the way they want to be treated is generally a good approach to a problem. With a well trained and qualified staff, the customer service department has a better chance at success. In my experience, handling customers is much easier when a step by step exact approach given to the employee, but also giving them the freedom to integrate their own methods that can correspond with the employees personality and the personality of the individual customer. In general, the employee should first listen to what the customer has to say without interrupting them.

At all times, the employee should stay very calm, it takes two to make an argument. They should give an indication that they understand and sympathize with what the customer is saying. There should be a differentiation between the assumptions, facts, generalizations, and emotions. Try and find out exactly what happened by digging for the facts and not placing blame anywhere.

Then, try and read the person better to figure out what the true problem they are having really is. Are they actually angry at what is happening right now, or are they just in a bad mood and looking to release their problems somewhere? one of the easiest questions to ask is what can we do to make this right so you are a happy customer when you walk out the door, when you hang up this phone, etc. Take full responsibility for finding a satisfying solution, and make sure to see the customer through to ensure they are getting what is owed to them. The response made should call for immediate action to be taken if it is possible, this will make the customer feel important and raise their level of satisfaction. Many times the problem can be simply solved by letting the customer talk to someone in authority. It is good to never view the problem as insolvable customers will spread the word of dissatisfaction to other people which will further hurt the business.

A good idea is to ensure the customer that methods will be taken to prevent this problem from happening in the future. Employees can make a difference if the customer feels that they are making a difference on the business. It costs approximately five times as much money to acquire an existing customer then it does to keep an old one. Without using these methods, i have found that there are many approaches that make the customer angrier than they were in the first place. One of the best is telling the customer how important they are and how much this call means to the company, and then letting the customer sit on hold forever.

It is even better when it is just a recording that interrupts the annoying elevator music on the phone repeating over and over that this call is important to us, remain holding. If this call is so important, why am i on hold for an hour? a business can always keep transferring the customer to different departments, and each department can redirect them. This will make the customer become angry at all of the departments and not just one employee.

At least with one employee, the customer may not feel the whole company is unqualified and not helpful. Making the customer explain their problem over and over makes them angrier and angrier. One of the best ways to make a customer irate is to put them on hold for awhile, and then disconnect them. Now they have to call back to get put on hold again? a good example of this problem with miscommunications can be seen in a letter i wrote to wal mart.

See appendix 1 not to sound racist, but it is also a good idea to not make the entire customer service department lack in english speaking skills. Customers do not enjoy having to repeat and explain themselves a hundred times and still feel as if they are not being understood correctly. The customer needs to be able to relate to the employee just like the employee needs to relate to the customer.