What makes good Customer Service?

I am also in Customer Service, and the one thing we do that most companies don't is allow you to talk to live people - we have no recordings, or voice mails. Our orders are entered all by hand, which of course may or may not allow for more errors.

I have had many customers tell me that a good customer service rep. will go above and beyond the call of their responsibility to get the customer not so much what they want but what they deserve.

a big one is explaining FULLY the process of say a back ordered item, or shipping information (pricing breakdown, or delivery time). Another is finding the right product for the customer using only the information they give you, and using product knowledge.

Of course there are alot more things that qualify a person to be a good CS rep. but those are some of the main one's that I have been told, as well as things I myself look for when calling a place of business.

In my opinion no business should make you follow a script to try and satisfy a customer then be stumped when the customer doesn't feel THEIR needs are being met... sounds like common sense to me.. the Rep. should be more focused on correcting thr mistake, or finding a solution... just my opinion.

Putting yourself in the customer's shoes and being willing to see things from their perspective goes a long way towards providing good customer service. As one with over 9 years customer service and sales experience, I can tell you that it is a big part of it.

The ability to listen is foremost in Customer Service. What is the customer saying or asking?

The ability to have fun on the phone with your customers. Laugh at glitches and mistakes like them saying "Good morning!" at 4:00 in the afternoon - my reply to that one is "Not where I am!"

Be willing to do what it takes to make the customer happy - if that is within your power.

If the customer is calling to complain, keep asking "Is there anything else?"

You can be an actor over the phone and make people smile and laugh, that's the way I get them to listen to me and remember me.

There was one place I rang that had the crappest tech service and my problem is still not solved, but the telephone operator who recorded my problem was extremely courteous and is probably saving the day for them. I liked how he kept saying "thank you for that/information" every time I gave him something like address or account no. etc., then "may I put you on hold for 2 minutes while I do ......." and explaining it, then if he had to be longer than 2 mintues he would pick up the phone again and say, thank you for holding, I just need another 2 minutes, but it was better than one of those recorded waiting messages. And of course have a nice day at the end.

Customer service stinks today, because they have to many recordings to get to a person like you. By the time the customer gets to you he or she is already flustrated anyway how may i help you today, know what you are talking about if you don't get somebody tat does and is there anything else i can help you with today and you have a good day sir.

Put yourself in the customer's shoes.

The one I simply love is the recorded " your call is important to us. " SO IF IT IS THAT IMPORTANT, THEN SOMEONE ANSWER THE F%%%%%G PHONE!!!!!!!!!!!!