Customer Service Situations

In this section of the course we consider some recommended approaches to dealing with some of your most common customer service interactions such as telephone greetings, transferring calls, putting customers on hold, and resolving problems. 

Some of the examples provided are in the form of sample scripts.

We are not big fans of using scripts if people simply read them or memorize them.

Scripts should be used as a template, a framework which you can use to craft your own well thought out responses.

These are a guide to help you maximize the impact on the customer.

Research shows that if you are apologetic, empathetic, competent and deliver on your commitment most customers will not only forgive most infractions but will actually walk away with a positive impression of your company! Seems customers expect companies to make mistakes but are more surprised when they correct them to their satisfaction!

To explore these highly revealing and useful situations and responses, why not enrol in Customer Service the Basics. If you would like more information about this terrific course please click here.