Customer service – selected issues

• Voice intonation – it is always sensed and associated by the customer as attitude
• Attitude – always positive to the firm, problem and customer
• Acting always according to the scheme:
  • Taking the blame on oneself
  • Apology
  • Offering resolution and compensation
• Listen and observe
• It is important to have a box for suggestions
• Keep your promise
• Be on time
• Have seats available at waiting areas
• Pick up the telephone after the third ring the latest
• Do not have automatic phone connector with music if your clients often call from long distance
• Answer the phone: company name, „good day”, name, end sometimes even position
• Employee has to be motivated
• Remember, your client wants to save money and he wants to be sure:
  • That the product is worth the money
  • That the product fits planned budget
  • That he will not be charged for anything else
  • That he will have the documentation what he buys