Do you need an example of good customer service skills that you can use to turn a customer service situation around. We can use many lessons from our real life experiences. Here’s one I came across from an article by Gayle Beck showing how good customer service skills can be done.
Here’s good customer service skills in action
First of all, he says when he comes on the line, I need to
good customer service skills
say I’m really sorry about this inconvenience. No, it isn’t an inconvenience, he continues, it’s a downright hassle, making you leave work to go to your bank for something as trivial as this.
Mike goes on this way for a while, explaining that if he could change this ridiculous situation, he would, and so would his boss and so would his boss’s boss, if only they could.
He’s overdoing it. He’s exaggerating the hassle of my walking three blocks to Huntington Bank on a beautiful sunny day. I imagine him rolling his eyes at a co-worker, relishing the drama of all the fake sympathy he’s laying on me.
Yes, it is a hassle, I say, feeling silly. I can’t say no, it isn’t that much of a hassle — then I’d have no reason to be talking to him.
Yes, it is a hassle, I say, knowing full well that he has won simply by forcing me to agree with him — to say the word “yes.”
I used to sell encyclopedias. I know how this works. After the customer says yes once, she’s on her way to being putty in your hands. To read the full article click here
A point I would like you to walk away with here, is to use the above as a sort of template to use in some situations. The next time you are on the receiving end of good customer service skills, think, how can I use this in my business. And remember free lessons on customer service, both good and bad can be drawn on from your own daily experiences.
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