Community, Public, and Customer Service Training

Outline for Community, Public and Customer Service Training

Listen and understand

No matter what the customer service role, the first thing everyone must learn is to listen. This skill is essential in any line of work. Interrupting customers is a sin. Interrupting customers can cause you to miss crucial information. You have to address the customer's concerns. If you don't have all of the information, you won't be able to do so effectively. You should not be afraid to ask for clarifications if necessary. When they finish speaking, reflect back on their points so they know that you were paying attention.

Be polite and informative by knowing their names

It is helpful to know the name of your customer and to call them that whenever possible. This can help the customer feel valued and respected. You should be aware that these customers require customer service employees to be polite and courteous when speaking with them. For example, you need to say "please" when you want information so you can attend to their needs. And you should say "thanks" when they give it. You should be polite and call them by their names. However, you shouldn't overwhelm your customer. This allows the customer to have options for addressing their concerns. The customer can also address them. Many customers love the feeling of being involved in solving their problem.

Keep Speed Dial Numbers in Your Favor

You will never be able to meet the customer needs. Sometimes they may need information beyond your control or want to speak to an authority. The customer service professional who knows how to reach a superior with the right resources and ability to address customer concerns effectively will know when to call. It is a good idea to be familiar with your workplace and learn how to access those resources to assist customers who have concerns.