Customer service skills | Business & Finance homework help

In other words what does a resolution to the problem look like from the customer’s viewpoint?

 

2. Prioritize the resolution:

When: When did it happen and how important is the process of resolution? What is the priority in fixing the problem according to the customer?

 

3. Brainstorm alternative solutions based on priorities.

You can involve the customer if they are communicating in live chat or on the phone or blog. Ask them what a resolution to the problem looks like.

 

4. Come to a mutually agreed upon resolution that pleases the customer.

 

5. Follow-up to make sure they are very satisfied with the agreed upon resolution. Get any additional feedback and express appreciation for that feedback and their continued business. Unit

 

Attention:Eye contact, voice tone, and body language all communicate appreciation for customer’s contacting the CSR and communicates a total focus on them. If you are trying to contact someone else who can help them or if you are texting someone at distribution for instance, let the customer know what you are doing. If you are consulting the tracking for the package let them know… Ex: CSR: Let’s find out exactly where that package is. I am going to take a look at the tracking for it now.

 

Note: Eye contact and other non-verbal and verbal communications are dependent on the culture of the customer. In some cultures it is not polite to have direct eye contact. Consult the Internet cultural etiquette websites.

 

Technology/Social Media Skills as Needed:What experience do you have with the technology required? If you do not have experience with the technology and you are in a job interview, let them know that you are familiar with it (if that is the case) and/or you are certainly willing to learn a new skill.

 

The Golden Rule:Treat the customers as you would want to be treated. Have at the ready any information that the customer might want to know: Are there any sales coming up? Could the customer benefit from a particular week of discounts? Would it be cheaper for the customer to purchase an item or items in a more efficient manner? If you cannot help them make sure you know who can and direct the call or inquiry quickly while reassuring the customer that you will stay on the line until the other person who can help them is on the line.

 

Use Etiquette: Etiquette means introducing yourself and treating customers politely responding with “please” and “thank you Mr. Samson” as well as introducing them to other CSR personnel if it is necessary to bring them into the conversation to help. It also means asking permission to put a customer on hold or to access other data while they wait. Refer to them by name if at all possible to personalize the transaction.

 

Take an Irate Customer as a Challenge:Take on their problem as a challenge. Can you not only assuage this irate customer but convert them to be a loyal one for the future? To reduce the volatility of the situation, first reassure them that you are going to get their problem fixed so they need not worry. Then ask them to describe their most crucial problem first.

If you are interacting with an angry customer try following these steps:

De-escalate the situation: U

1. Empathize with the customer concerning their problem and apologize if in fact there was an error made by the company.

 

2. Reassurance: Let them know that the two of you are going to find a solution.

If they are yelling, let them know you understand that they are angry, but that you are there to resolve the problems. Ex: “I can understand you being angry about this experience. First I need to ask you some questions to better understand what is happening from your standpoint. Then we will find a solution together. Does that sound reasonable to you?”

 

3. Get information and look for accessible information and share every step you take with the customer.

 

4. Let the customer make suggestions and share the resolution experience.

 

5. Keep them informed of your progress and reassure them that there is something positive that can be done to resolve the problem.

 

6. “Under promise and over-deliver.” This popular saying is correct. Promise to correct whatever the promise is and then give your customer more than that.

 

7. If you cannot help them be candid with them and say so, then let the customer know you are going to escalate the issue to get more help at a higher level. If at all possible keep them on the line while you do this after asking their permission. Then introduce them to the new customer service contact who will help them and give them the issue number, a succinct description of the issue and any other pertinent data needed to resolve the issue.

Get 20% Discount on This Paper
Pages (550 words)
Approximate price: -

Try it now!

Get 20% Discount on This Paper

We'll send you the first draft for approval by at
Total price:
$0.00

How it works?

Follow these simple steps to get your paper done

Place your order

Fill in the order form and provide all details of your assignment.

Proceed with the payment

Choose the payment system that suits you most.

Receive the final file

Once your paper is ready, we will email it to you.

Our Services

Paper Helper has assembled a team of highly skilled writers with diverse experience in the online writing circles. Our aim is to become a one stop shop for all your Academic/ online writing. Check out below our amazing service!

Essays

Essay Writing Services

At Paper Helper, we prioritize on all aspects that creates a good grade such as impeccable grammar, proper structure, zero-plagiarism, and conformance to guidelines. The principal purpose of essay writing is to present the author's evaluation concerning a singular subject about which they have made. Since Professionalism is the mother of every success, try our team of experienced writers in helping you complete your essays and other assignments.

Admissions

Admission Papers

You have been trying to join that prestigious institution you long yearned for, but the hurdle of an admission essay has become a stumbling block. We have your back, with our proven team that has gained invaluable experience over time, your chance of joining that institution is now! Just let us work on that essay.How do you write an admission essay? How do you begin the essay? For answers, try Quality Custom Writers Now!

Editing

Editing and Proofreading

Regardless of whether you're pleased with your composing abilities, it's never an impractical notion to have a second eye go through your work. The best editing services leaves no mistake untouched. We recognize the stuff needed to polish up a writing; as a component of our editing and proofreading, we'll change and refine your write up to guarantee it's amazing, and blunder free. Our group of expert editors will examine your work, giving an impeccable touch of English while ensuring your punctuation and sentence structures are top-notch.

Coursework

Technical papers

We pride ourselves in having a team of clinical writers. The stringent and rigorous vetting process ensures that only the best persons for job. We hire qualified PhD and MA writers only. We equally offer our team of writers bonuses and incentives to motivate their working spirit in terms of delivering original, unique, and informative content. They are our resources drawn from diverse fields. Therefore your technical paper is in the right hands. Every paper is assessed and only the writers with the technical know-how in that field get to work on it.

Coursework

College Essay Writing

If all along you have been looking for a trustworthy college essay service provider that provides superb academic papers at reasonable prices, then be glad that you search has ended with us. We are your best choice! Get high-quality college essay writing from our magnificent team of knowledgeable and dedicated writers right now!

Coursework

Quality Assignment/Homework Help

We give the students premium quality assignments, without alarming them with plagiarism and referencing issues. We ensure that the assignments stick to the rules given by the tutors. We are specific about the deadlines you give us. We assure you that you will get your papers well in advance, knowing that you will review and return it if there are any changes, which should be incorporated.

togel macau togel terbesar bocoran admin jarwo data macau