Customer Service III

Do you work for a company where customer service is visible every day? Do you have to use positive words and expressions when talking on the phone or writing emails? Does your employer really work hard on your company´s image? Do you have to participate in special training? Congratulations, your employer really is customer-oriented!

Unfortunately, this is not the rule for all companies. Many customers complain about being put on hold when they call someone; about getting complicated, unclear explanations; about not getting quick answers to emails; about unhelpful or unfriendly staff; about salespeople with little or no knowledge of their products and services.

Therefore, there is one thing that you have to remember: Each time a customer makes contact with you, he or she forms an opinion about your company. No matter if you have to handle enquiries and complaints face-to-face or on the phone, deal with customers by email or letter, your role is to provide customers with first class customer care.  So, what are the do´s and don’ts?

  • Be positive and professional.
  • A prompt greeting with a smile makes all the difference.
  • Be attentive and patient. Do not talk to someone else at the same time.
  • Stay polite; take time to answer all questions.
  • Don’t treat a customer as if he or she were invisible.
  • Don´t use jargon that only people in your company or industry know.
  • Make sure you know all about the products and services of your company.
  • Feel responsible, be responsible.
  • Do not use phrases like: I don’t know; I’m not in charge, I’m not responsible.

I am sure you are very professional when using German but do you sometimes have to search for words in English? Well, here is a little help with useful phrases in English:

Make sure you ask for as many details as possible to deal with every issue effectively. Show the customer your intention to take care of the whole problem, avoid selective hearing.

Phrases for the phone or face-to-face contact:

  • How can I help you?
  • May I have your name, please?
  • Could you give me your customer number, please?
  • OK, let me just repeat that.
  • Can I go over your order again?
  • Can I help you with anything else?

Clarifying and explaining

  • What do you mean exactly?
  • Sorry, what exactly do you mean?
  • We just need to clarify a few things.
  • That means you need to …
  • In other words, you have to …

Checking comprehension

  • Can you find/see that all right?
  • Are you following me alright?
  • Is everything clear so far?
  • Do you have any other questions up to this point?

Taking action:

  • Could I take care of anything else for you today?
  • I will be glad to send this out today for you.
  • You should receive it by next week.
  • I´ll check the information and call you back in 30 minutes.
  • I appreciate you taking the time to call today.

When you write emails don´t forget to use formal salutations and closings. Give a reason for writing, offer help, take action and end the email politely.

Salutations and closes:

  • If you don´t know a name:
  • Salutation: Dear Sir or Madam
  • Close: Sincerely yours
  • When you know the name:
  • Dear Mr/Ms Brown
  • Close: Sincerely yours or Kind regards

Stay away from “Yours faithfully”, it is considered old-fashioned and rarely used although you will still find books that will tell you to.

Phrases for emails:

  • In reference to your email of …
  • We are writing to confirm …
  • We are pleased to inform you …
  • We would be delighted to assist you.
  • Please contact me if you have any questions.
  • We look forward to hearing from you soon.

You have to keep in mind that it is not only your attitude that is important; it is the attitude of your department and the entire company. Everybody needs to be involved in the whole process.  You will gain repeat business, customer retention and your customers will just love you.