GREAT CUSTOMER SERVICE THE DOS AND DON’TS OF

When someone says “customer service” memories of awful experiences begin to

pop up in our minds.

Giving good customer service isn’t impossible or necessarily hard; it just takes a

little work.

On the following pages we will go through all the great things that can be done

and all the bad things that should be avoided when dealing with customers.

Make your customers feel

special. Treat them well, and

they will continue to patronize

your business.

Don’t ever treat your customers

unprofessionally – rudeness

and swear words should never

be used.

As long as you are at work, you

no longer represent yourself –

you represent your company.

RULE ONE

Never promise something that

you or the company can’t deliver.

MAKING PROMISES

This one simple thing can ruin a company’s image very fast, especially in our

internet-centric world.

Simply tell your customer the truth, and if you don’t know how to help them refer to

your manager.

GET FAMILIAR No one enjoys feeling like a

walking, talking wallet.

The more you know about your

customers, the easier it is to

help them.

Treat each person as a person;

it all goes back to rule one –

make everyone feel that you

care and they will likely frequent

your business in the future.

Simple niceties can mean the difference

between a loyal customer and someone

who avoids your business.

Welcoming people with a genuine “Hello,

how may I help you?” and leaving them

with a sincere “Thank you for your

business” can elevate a customer

interaction to an enjoyable experience,

instead of a mindless transaction.

HELLO &

THANK YOU

On the same lines as only making promises you

can keep – follow up when you say you are going

to.

Whether you are supposed to call them back, ship

them a package, or retrieve information for them,

do it by the time you said you would.

THE FOLLOW THROUGH

THE CUSTOMER CAN’T ALWAYS BE RIGHT

There is no excuse to be

rude to a customer, but that

doesn’t mean you have to

deal with an abusive person.

Some people will try to bully

you into doing something

unethical, some people will

be uncontrollably irate, and

others will be irrational –

with these people, the best

thing you can do is bring in

your manager or supervisor;

they may have more

resources to defuse the

situation.

COMMON SENSE REMINDERS When interacting with a customer, the

following may seem obvious but let’s list

them.

Don’t:

Chew gum

Eat food

Talk on your phone

Roll your eyes

Yawn

Do

Smile

Be friendly

Listen carefully

Stay focused

Keep good posture

CONTACT US

Please visit us at:

http://www.callcenteragency.com/

or call us at:

1-800-606-9898

Personalized Communications has

been providing great customer

service for their customers since

1975. They offer full-range 24-hour

inbound call center services, which

can be customized for each business

style.

For amazing telephone customer service rely

on Personalized Communications to handle

your business’s call center.