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What is the most important aspect in customer service profile?

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Question added by Deleted user
Date Posted: 2013/06/14
Abo El Hassan El-Tantawy
by Abo El Hassan El-Tantawy , مدير ادارة الموارد البشرية , أساس للخدمات التعلمية

1 Pos­i­tive language Pos­i­tive lan­guage is the art of using words and phrases to cre­ate a pos­i­tive image in the customer's mind-with an empha­sis on what can be done, not on what can­not.
Using pos­i­tive lan­guage shows a will­ing­ness to serve and a com­mit­ment to build­ing cus­tomer loy­alty.
It's espe­cially impor­tant to use pos­i­tive lan­guage when say­ing no or deliv­er­ing bad news to a customer.
Fol­low­ing are two exam­ples of a cus­tomer ser­vice provider con­vey­ing the same mes­sage with and with­out pos­i­tive language.
Exam­ple1 With­out pos­i­tive lan­guage: "You have to take the sys­tem offline before I can make the repair." With pos­i­tive lan­guage: "In order to make the repair, I need to tem­porar­ily take the sys­tem offline.
This pre­vents per­ma­nent loss of stored data." Exam­ple2 With­out pos­i­tive lan­guage: "I can't get you that prod­uct until April; it's backordered." With pos­i­tive lan­guage: "That prod­uct will be avail­able in April.
I can place the order for you now and make sure the prod­uct is sent to you as soon as it reaches our warehouse." #2 Lis­ten­ing Cus­tomers need to feel that they've been heard and under­stood, and that doesn't hap­pen with­out good lis­ten­ing on the part of the cus­tomer ser­vice rep­re­sen­ta­tive.
I'm not sure I've ever con­sulted in a cus­tomer ser­vice envi­ron­ment in which I didn't rec­og­nize poor lis­ten­ing as a strong con­tribut­ing fac­tor to poor per­for­mance (and by exten­sion, poor service).
Fol­low­ing are three keys to good lis­ten­ing in any cus­tomer ser­vice situation.
Focus.
(This is the hard­est part!) Lis­ten for key facts and key feel­ings.
Take notes.
(Nobody has as good a mem­ory as he or she wants to believe.) #3 Con­firm­ing satisfaction Another key skill in cus­tomer sat­is­fac­tion is con­firm­ing sat­is­fac­tion before end­ing the trans­ac­tion.
This skill demon­strates to the cus­tomer three impor­tant things: That you care about get­ting it right That you're will­ing to keep going until you get it right That the cus­tomer is the one who deter­mines what "right" is.

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