Avoiding Customer Service Breakdowns
There are a number of things that you might do as a customer service representative that can irritate customers or cause them to form a negative opinion of your or your organization. Remember that your goal should be to project a professional presence, help create a positive service culture and provide the best possible customer service.
The following is a partial listing of actions that you should avoid at all costs when customers are present or on the telephone.
-Do not forget that your co-workers and people from other departments in your organization are your internal customers. Treat them with the same courtesy, respect, and attention that you would an external customer.
-Talking to a co-worker about a non-work related topic;
-Engaging in lengthy personal conversations with a customer;
-Bringing up sensitive topics for discussion with a customer (e.g. politics, religion, abortion, civil or gun rights, or any other controversial subject);
-Performing administrative tasks (e.g. filing or working on the computer);
-Waiting until you run out of currency, coins or forms before getting more;
-Not having your computer booted up and software activated and ready to access before the start of business;
-Interrupting service for one customer to deal with another’s question;
-Discussing personal problems or complaining about ANYTHING to another customer or co-worker;
-Conveying a sense that you are overworked or do not have time to deal with the customer’s needs;
-Talking about or disrespecting a competitor.
For more information about providing positive customer service, how to avoid service breakdowns and strategies for service recovery when things do go wrong, get a copy of Customer Service Skills for Success.