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What makes good customer service?

Discussion in 'Employment & Jobs' started by Rob1234, Jul 26, 2007.

  1. Rob1234

    Rob1234 Megabyte Poster

    I have got a job interview coming up for a helpdesk role and they would like me to prepare a presentation on what makes good customer service, and I was wondering if you guys could give me your opinion on what you think are the top 5 most important things for customer service.

    Certifications: A few.
  2. BosonMichael
    Highly Decorated Member Award

    BosonMichael Yottabyte Poster

    A good attitude.
    Certifications: CISSP, MCSE+I, MCSE: Security, MCSE: Messaging, MCDST, MCDBA, MCTS, OCP, CCNP, CCDP, CCNA Security, CCNA Voice, CNE, SCSA, Security+, Linux+, Server+, Network+, A+
    WIP: Just about everything!
  3. Arroryn
    Honorary Member

    Arroryn we're all dooooooomed

    That's the attitude I have always stood by.

    Customer service is about your attitude, BM is right. It's about how you make the customer feel, as well as how you meet their expectations. For example, looking calm under pressure - being the calm Hindu cow, to quote Fight Club.

    Everyone has done some form of customer service in their life, no matter how much some people will (oddly) deny this. You will probably be asked about service scenarios, so think some through in your head. They could include:

    • Dealing with a difficult customer
    • Coping in a stressful environment
    • How you reacted to a particularly odd/stressful/exceptional circumstance at work
    • How have you gone above and beyond?
    • or even simply - what is customer service to you?

    I couldn't say there are '5' most important things. The most important thing about customer service is service. What you think that embodies is down to your own personality.

    Me? I smile a lot. I treat every enquiry as if it is the most important thing I have to do today. I never, EVER tell a client that I'm too busy - or even vaguely busy. That isn't service, that's deflecting duty. And I always give times. Always tell the client what time you expect to complete their enquiry or problem by. Review that every half an hour. If you think that is going to change, tell them.

    It's not just a realistic way to do service, it's the only way - keep on top of the clients, and they can't keep piling their problems on top of you :)
    Certifications: A+, N+, MCDST, 70-410, 70-411
    WIP: Modern Languages BA
  4. greenbrucelee
    Highly Decorated Member Award

    greenbrucelee Zettabyte Poster

    If you a guy = cheesy smile and a bit of class
    If you are a girl = a large pair of knockers wouldn't harm you :D:twisted:

    Joke by the way :)
    Certifications: A+, N+, MCDST, Security+, 70-270
    WIP: 70-620 or 70-680?
  5. Kopite_21

    Kopite_21 Gigabyte Poster Premium Member

    • Answer your phone.
    • Listen to your customers.
    • Deal with complaints.
    • Take the extra step.


    Last edited: Mar 5, 2011
    Certifications: National Diploma IT Advanced ECDL
    WIP: A+
  6. Modey

    Modey Terabyte Poster

    What's with digging up a 4yr old thread then GBL? :)
    Certifications: A+, N+, MCP, MCDST, MCSA 2K3, MCTS, MOS, MTA, MCT, MCITP:EDST7, MCSA W7, Citrix CCA, ITIL Foundation
    WIP: Nada
  7. Consultant

    Consultant Bit Poster

    I always try to think, that an angry customer is probably a nice person just having a bad day.

    It makes dealing with angry people much easier!


    Certifications: ITIL v3 Foundation, MySQL OCA
  8. JonnyMX

    JonnyMX Petabyte Poster

    He's been putting a lot of thought into his answer...

    Certifications: MCT, MCTS, i-Net+, CIW CI, Prince2, MSP, MCSD
  9. greenbrucelee
    Highly Decorated Member Award

    greenbrucelee Zettabyte Poster

    I was using the who's online feature and I saw that someone was viewing this thread and I thought I would put my 2 pence in.:D
    Certifications: A+, N+, MCDST, Security+, 70-270
    WIP: 70-620 or 70-680?
  10. Mariusz

    Mariusz Byte Poster

    there was a chapter in MM AIO A+ book.
    in general:
    -be polite even if customer is shouting at you etc
    -be focused on customer all the time you take care of him (not answering phones while talking with customers, not talking with mates etc)
    -listen to customer
    -be friendly
    -try to help as much as you can
    -don't be cheeky or unpleasant
    but still would recommend the MM AIO A+ book
    Certifications: ECDL Extra, ITQ Lvl2, CompTIA A+, N+, S+
    WIP: MCTS 70-680 Win7

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