How to Prepare Yourself to Deliver Good Customer Service

Written by patricia telesco
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How to Prepare Yourself to Deliver Good Customer Service
Learning good customer service skills begins with listening to the client. (operator image by Dmitri MIkitenko from Fotolia.com)

Providing good customer service doesn't always comes naturally. If you're in a client-oriented business, you have to develop and hone your listening and public speaking skills. You also have to be thoroughly informed about your company's corporate culture, the goods and services is offers and the role you're expected to play in the big picture. You can follow several tips and strategies to build effective client relationships.

Skill level:
Moderate

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Things you need

  • List of the company's goods, services and target culture.
  • Paper and pen or computer
  • Statement of Corporate philosophy and policies
  • Mirror
  • Tape recorder
  • Partner

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Instructions

  1. 1

    Read your employer's literature on goods and services and the type of consumer it targets. Make notes on key points for future use when interacting with clients.

  2. 2

    Get a copy of your company's philosophy statement and policies. Familiarise yourself with the culture of the firm and how it affects every level of the business. Focus on how to use this information when working with clients.

  3. 3

    Practice, practice, practice. Stand in front of a mirror with a tape recorder running. Make a pitch. Practice positive wording for calming an unhappy customer. Try various approaches to customer service from the first inquiry to frequently asked questions. Listen to the tape and note what sounds comfortable, natural and customer-oriented. Avoid speaking about yourself. Good customer service is all about your clients.

  4. 4

    Partner with an experienced co-worker. Have the co-worker role play real situations from the past. Again, tape this. Listen to the results and ask your partner to suggest ways you can improve. Remember to listen more than you talk. Active listening can solve many customer service problems.

  5. 5

    Continue educating yourself. Knowing your company's goods and services thoroughly lets you deliver quick, precise and effective client service.

Tips and warnings

  • Know your demographics. Keep customer interactions personalised and focused
  • Recognise clients as the lifeblood of your company. When they're happy, the company and you benefit.
  • Never let the customer feel like a faceless entity. Names and details matter.
  • Don't assume any knowledge on the customer's part. Explain things simply and patiently.

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