What Is Great Customer Service How Can Employees Deliver WorldClass Support











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https://www.serviceskills.com/ • Put people before paperwork or busywork! • The Customer Service Hall of Shame • We’ve identified several profiles of customer service representatives that would be likely to end up in the Customer Service Hall of Shame. These fictional – but painfully realistic – individuals do any of the following: • Being rude or short with customers or colleagues • Attempting to do multiple tasks while also providing half-hearted service to the customer • Blaming others for mistakes • Let’s take Martha Rush for instance. Martha’s a member of the Hall of Shame because she has plenty of time for family and friends when they call, but not for long-winded customers. She rushes her customers to get them off the phone as quickly as possible. This comes at the expense of actually understanding what it is that her customers are calling about and makes the customers feel threatened and unwelcome. • Rushing customers is just one negative habit, however, that’s all it takes to cause a poor customer service experience. • Female customer service agent with headset on in a call center • • Six Cardinal Rules of Customer Service • Now that you know who might end up in the customer service hall of shame, you might be curious how to avoid just that. There are Six Cardinal Rules to follow to ensure that you don’t become the subject of a customer service training series. These rules were developed as the antidotes to the behaviors displayed by the members of the Hall of Shame. • For instance, to avoid becoming a Martha Rush, follow the important Cardinal Rule ‘Don’t rush your callers.’ It’s a simple directive, but it’s effective and, crucially, it’s not a rule that’s universally known or followed, particularly in workplaces that monitor the number of calls an employee takes per hour. By providing customers the opportunity to explain their needs, Martha can better understand how she can do her job. • This doesn’t mean that Martha has to let customers derail the call with personal anecdotes and chit-chat, however. Retaining control of the call and gently steering the customer in the direction of relevant information is a valuable skill. Martha won’t get the chance to action that skill, though, until she learns not to rush callers.

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