Customer Service Success Great Ideas

The Six Steps to Service Recovery Are: 

  1. Respond Rapidly
  2. Take Ownership
  3. Apologize Sincerely
  4. Solve the Problem
  5. Manage Their Feelings
  6. Verify Satisfaction

Death Words of Customer Service:

  • Calm Down
  • Can I Be Honest With You?
  • No Problem (it IS a problem for them)
  • Our Computers Are Slow…
  • What’s Your Name Again?
  • Yes, But…
  • Sorry, That’s Our Policy
  • You Don’t Understand

Live Phone Greetings That Get Results:

  1. Buffer/Salutation:
    • Thanks for calling, Good Morning
    • It’s a great day at…
  2. State Your Business Name
  3. State Your Full Name
  4. Pause (they will often give you their name if you pause)
  5. How can I help you?
    • Example of best practice:
      Hello, thanks for calling Clarity, this is Cindy Bell. (pause) How can I help you this morning?

Voicemail Messages: Don’t Be Boring! Ensure you don’t say any of these…

  • Hi this is … I’m not at my desk right now
  • I’m sorry I missed your call, but…
  • Your call is very important to me…
  • Go ahead and leave a message and I’ll return call ASAP
    • Example of best practice:
      Hello, You’ve reached Cindy Bell, I’m out of the office so my response will be delayed. Clarity’s fantastic phone system will transcribe your message and text it to me to, so if it’s urgent, I’ll ensure someone will get back with you soon. Thanks for calling me at Clarity!

Never forget to call someone back! Don’t assume why they called, even salespeople need your service, they may be placing an order! 

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The first step to making more sales with your phone is to use it to call us at 1-800-786-6160.