Contact form | Customer service (2023)

FAQs

How do you provide good customer service answer? ›

Spend more time listening and asking

Instead, gently get to the root of the question. It might be that the customer is asking about a product or service you don't even offer. If that's the case, you can simply inform them that they can seek the answer from the appropriate authority.

I spoke to my manager to determine our options and my manager gave me the approval to give the guests an available room. I also offered the guests free room service for the inconvenience of having to wait for a hotel room. The guests were so satisfied that they left a glowing review online after their stay."

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

Try saying something along the lines of, “That's an interesting question, could I take some time to think it over and get back to you?” or “That's a great question, I could give you a partial answer, but I would like to consider it further and get back to you with a full answer.”

Quality customer service involves providing efficient, quick, and friendly service to customers as well as building strong relationships with them. It also entails responding to customers' issues in time and handling any complaints swiftly.

What words describe great customer service? ›

Always stay calm and never insult them. Keep in mind that their anger is not personal. Listening to your customers actively, and apologize if it's appropriate. In case nothing else helps and customers don't want to cooperate, put them on hold or tell them that you'll get back to them once they're calm.

How to Answer. The interviewer wants to know that your definition of excellent customer service exceeds minimal expectations. You could talk about a time when you calmed an upset customer or went above the expectations of your role to make a customer want to return.

Answer Examples that Describe Going Above and Beyond

I asked the customer who I had been previously helping if they could please wait for one minute, and then immediately went to the area of the accident and positioned myself to make sure that no customers would unknowingly walk through it.

The 5 A's: Apologize, Acknowledge, Appreciate, Act, Audit. Apologize to the customer: If the customer is calling and they are upset, the first thing you should do is apologize.

Promptness, Politeness, Professionalism and Personalization: these 4 characteristics are the key ingredients to any successful service interaction, and when you think about it, they are the basics you expect to receive as a consumer.

A - Acknowledge that their concerns are valid. A - Align with the customer, agreeing that you would feel the same were you in their shoes. A - Assure the customer that you will be able to solve their problem to their satisfaction.

Apologize and then offer a solution if it is readily available. Alternatively, if the issue needs more investigation or you do not have an instant resolution, communicate the same to the customer. End the call thanking the customer for calling in and asking if he or she needs any further assistance.

Do not try to talk over the customer or argue with them. Let the customer have their say, even if you know that they are mistaken and don't have all the information, or you can anticipate what they are going to say next. As you listen, take the opportunity to build rapport with the customer.

How would you handle a customer who's problem you're not able to help them with? ›