Free Term Paper on Customer Services

A customer services officer in general comes across with three kinds of situations mostly where the customers are ordering, gathering information or complaining. It is essential especially for customer services officer to rightly judge the customers need and maintain a healthy and nice tone so as not to displease the customer. For any officer who is servicing the customer on phone the first rule of thumb is to learn the fact that customers are always right. This may not be true technically but yes it’s true for the situations that the customer service officers face today. To encounter this problem he could learn the one and only basic solution that is “‘yes, but’ technique”. Practicing this would certainly help an officer facing a tough situation.

If I face such situation; the first thing I would do is to forget the lunch and the person behind, request the other customer complaining about my lack of attention that I would give her a call myself in a few minutes and would have encounter the first customer on phone having problem with the late fee by convincing him that there is nothing you can do about it as it’s the company policy using the “Yes, but” technique. The most I would have offered is some concession or reduction in the amount of late fee.

People when talked nicely don’t mind even if you don’t have the solution. The important thing for any customer service officer is to remain calm, presence of mind and always ready to help. This situation also needs patience and sacrifice on the officer’s part to save the company’s goodwill.

 

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