Crackerberries's Blog, page 25

Troubleshooting

In satisfactory customer service situations a good representative will be skilled at troubleshooting. A knowledgeable customer service agent will pinpoint what the issue is quickly and resolve the difficulty or problem proficiently. Being a troubleshooter in customer service brings its own problems. Sometimes the customers can be troublesome. They come with a problem they want … Continue reading Troubleshooting

SMILE

Today’s word in customer service satisfaction is SMILE. Yes, smile. Whether you are the customer or the agent that old idiom stands true that you get more flies with honey rather than vinegar. Think about how much more willing someone will want to help you if you are smiling. A sourpuss just doesn’t cut the … Continue reading SMILE

Review

Today let’s talk about review in customer service. Review is important not only to the customer but to the company as well. When a customer contacts a representative in the customer service department, in most cases the customer has reviewed all documentation and has no other option. It is important to review the history of … Continue reading Review

Quantity vs. Quality

In this age of instantaneous gratification customer service lacks quality. Too often the company is focused on quantity ─ numbers. The higher the number the more the profit. Good customer service people don’t waste their time worrying about metrics or keeping up with the Kardashian’s ─ oh! Seriously, a good customer service representative takes the … Continue reading Quantity vs. Quality

People Pleasing

Put your service to the test People pleasing at its best Problem solver is our nickname No promotion, no hall of fame Hear the issue, try to fix From a bag of fix it tricks Listen and apologize Correct issue, gratify Greet each client with a smile Let them vent for a while Acknowledge issue … Continue reading People Pleasing

Opportunity

Each time a customer contact’s customer service there is an opportunity to make the business shine. There is opportunity to create a relationship with that customer that forms loyalty and trust. There is opportunity to impress the customer and provide outstanding service where they would not find anywhere else. Be the reason the customer comes … Continue reading Opportunity

Negotiations

Successful customer service employs seasoned negotiators. Customer service representatives negotiate terms and transactions all day long to come to an agreement or a settlement favorable to both the customer and the company. Negotiating can be a lot of fun, but it can also be difficult depending on the customer one customer service representative is dealing … Continue reading Negotiations

Monetary vs. Material

Money talks, bullshit walks, right? Wrong! Sometimes a value cannot be put on a situation. This morning I put my little Green Mountain Wild Blueberry K-cup pod in the Keurig, like I do every morning, and waited for my perfect cup of coffee to start my day. The coffee grounds spit all over the outside … Continue reading Monetary vs. Material

Listen

  “God gave us two ears and one mouth so that we ought to listen twice as much as we speak.” ~Irish Proverb~ Successful customer service begins with the two things planted on either side of the head. Listening. Listen to what the customer has to say. Thoughtful attention is key to a customer’s satisfaction. … Continue reading Listen

The Killjoy of Customer Service

  Do you have that one person in the office who comes to work every day with a sour puss on their face? No amount of caffeine or chocolate donuts (with sprinkles even) can put them in a good mood. They just hate the world and want to challenge everything? They would not be happy … Continue reading The Killjoy of Customer Service