Customer Service Is More Than Just Being Polite

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Everyone at one time or another has had to make use of the customer service number for a company. How many times have you used a customer service number and at the end of the call, was actually in no better of a situation? The service representative may have been very polite but did not actually resolve your problem.

Most employees think that just because they follow the guidelines and complete their jobs while being nice, they have done what it takes for good customer service. It's not. There are many other components to be put into consideration while trying to achieve great customer service. So, how can an employer ensure that their company is providing great customer service? It's simple: listen, care and be knowledgeable.

Sounds easy, doesn't it? However, more often than not a customer calls with a question or concern, is put on hold for a majority of their 10-30 minute call, then get off the phone more frustrated than when they called and with more questions.

The solution is actually as simple as it sounds. Listen to the caller on the other line. Take the time to actually listen and identify the problem the Harley Davison Financial has. For example: A customer calls because they are at an online payment page trying to place an order, but unfortunately the site is not allowing them place the order. Rather than just stop the order (which means you lose business), the customer has actually taken the time to call you. During the call, the customer has already stated that they are currently on the page--so why explain how to get to the page? This happens and is frustrating to the customer, as that is not the reason they called. Simply taking the two seconds to listen for the direct problem, not just reading off the script and passing them to someone else, will actually make a world of difference for both parties involved.

Being caring is something our parents had drilled into our heads since we were children. So why has the sense of caring not grown with us in the world of jobs? If service representatives took the time to care how to fix the problem at hand, again, without just transferring them to someone else, calls would be shorter. Basically, caring about the customers' needs will lessen the stress level of both you and the customer, satisfy the customer and increase the customer's desire to continue doing business with the company.

The biggest problem with service representatives is that more often than not, they have no true understanding of what they represent or sell. As an employer, you should make 100% sure that all employees are extremely knowledgeable in all aspects of your business. A good customer service training program is invaluable in this regard. Knowing more than the basics will help anyone properly explain and correct a problem. Employees should know all the in's and out's, as well as how to rebuttal any con's that may come up. Doing so will help ensure that your customer service reps are properly helping customers.

Reinforcing these simple guidelines for successful customer service representatives will keep customers choosing your product over others. Do not underestimate the importance of customer service training in relation to the bottom line. Build your company around the basics of life-listening, caring and knowing-and your business can go farther than ever.

Catherine Rodriguez-Brown is a creative content manager for TrainingABC. TrainingABC is a distributor of customer service videos and DVDs including the best-selling customer service video, Give em the Pickle.