While seemingly obvious, what do we actually mean when we talk about “friendliness” in customer service? To investigate this further, I got in touch with Tony Hsieh, CEO of Zappos. Zappos, the online shoe retailer, has built its business through a legendary level of openness, friendliness, and service.
The more you know, the better you get at delivering customer service excellence. “Know what your customers want most and what your company does best. Focus on where those two meet.” – Kevin Stirtz. It is a given that customer service staff must be skilled – having product knowledge is one such mandatory skill.
And your listening skills will be sharper. 5. Give Verbal Feedback – Talking with someone and not acknowledging what they’re talking about is very frustrating for them, especially on the phone, because we don’t even have body language to check out.
Businesses of every type need to train employees in customer service. General customer service training topics, such as conflict resolution, communication and handling difficult customers are useful in every organization. Specialized topics, such as telephone and email etiquette, handling objections ...