Answer Customer Service Questions
A primary responsibility of a customer service representative is answering customer questions and solving problems. It's important to be informed about your products, your company's policy on resolving customer issues and how to answer questions quickly and efficiently. Here are some tips on how to answer customer service questions.
Steps
- Know your products.
- Retaining a full knowledge of the products or services you represent will help you answer customer questions correctly. Educate yourself continuously about new product details and functions.
- Use the products and services you represent. This will help you to relate to the customer and use personal experience to troubleshoot questions.
- Keep a catalog or spec sheet about products, warranties and contracts close at hand when you answer customer service calls. This will give you a quick reference for answering questions.
- Allow the customer to explain the question or issue.
- A customer with questions will likely have an explanation of the situation that caused the question to arise. Let the customer explain the question fully without interrupting so you understand what the customer is asking.
- Take notes.
- Jot down key words or notes while the customer is asking a question. Include key details that are being questioned and any pertinent information the customer offers that will be pertinent in answering the customer's question. This allows you to retain information without interrupting.
- Repeat the question to the customer.
- Summarize and restate the customer's question back to him or her to be sure you understand what is being asked or what needs to be resolved. This technique lets the customer know you're listening and helps you verify the information.
- Keep language positive.
- Avoid telling the customer with a question that something can't be done or would never happen. This negative language is dismissive and could make the customer feel that you don't care about answering the question and helping him or her.
- Verify your answers.
- Ask for help from a coworker or supervisor if there is any doubt about how to answer a customer's question. Customers will appreciate getting a correct answer, even if it takes a little longer.
- Promise only what you can deliver.
- Only give a customer an exact price or date of delivery if you can guarantee it. Making false statements about the length of a warranty or when something will be delivered will result in a dissatisfied customer.
- Remain neutral.
- Avoid getting defensive or confrontational if a customer is questioning a product or service. He or she could be questioning a customer service procedure or policy, because the customer feels it's unfair or was processed incorrectly. Do your best to answer the customer's question efficiently without letting any negative comments affect the customer service you provide.
Related Articles
- Understand Customer Needs
- Make Customers Service Your Priority
- Bring In and Keep Customers
- Keep Customers Loyal
- Improve Service Quality at Your Business
