FirstBank OnBoarding Manual - Flipbook - Page 51
CUSTOMER SERVICE TIPS
General Customer Service Tips
• Speak to customers in a mature, professional manner.
• Put yourself in the customer’s position. Follow the “Golden Rule” (i.e. “Do unto others as you would have them
do unto you”).
• Have commonly used resources available (i.e. commonly requested phone numbers, servicing information, etc.).
• Be accountable for customers you assist, whether on the phone or in person. For example: If you tell a customer
that you will call him/her back, be sure to follow through in a timely manner.
• All Emails/Phone calls should be returned by EOB or within 24 hours. If it is expected to take longer, provide
an update.
• If you are dealing with a customer in person, be aware of your body language and “non-verbal communication.”
• Make eye contact and be interested in the customer’s inquiry.
Providing Customer Service on the Phone
• Answer the phone with a friendly and helpful tone of voice. Remember, you can “hear” a smile!
• Speak clearly and at a normal volume and pace. Keep in mind that if a customer is a non-native English speaker,
you may need to speak more slowly (but not more loudly!).
• Use conversation cues—such as “yes”, “okay”, “uh-huh”, etc.—to let the customer know you’re paying attention to
what he/she is saying.
• If it’s going to take a while to resolve the customer’s issue/question, try to give him/her an approximate time
frame in which to expect a response.
Dealing with Difficult Customer Service Situations
• Listen patiently to the customer and allow him/her to “vent.” Angry or frustrated customers generally will not
listen to or accept your response until they have had a chance to voice their concerns and frustration.
• Don’t get defensive and don’t blame the customer. The problem may be a result of something the customer did
incorrectly, but blaming the customer will only worsen the situation.
• Don’t argue with the customer. If you have tried to resolve the situation and are not getting anywhere, refer the
customer to your supervisor.
• If possible, offer several ways of dealing with the problem at hand and allow the customer to choose a resolution.
• Don’t make promises to customers unless you are absolutely certain you can deliver what’s been promised.
• If the customer asks to speak to your supervisor or a manager, don’t take it personally; it’s natural for customers to
want to confirm information with a manager-level staff member. When this happens, simply ask your supervisor if
he/she is available to speak with the customer. If so, refer the customer to him/her. If not, politely ask the customer
if he/she would like to speak to another staff member or leave his/her phone number for the supervisor to contact
him/her later.
• After dealing with a difficult situation or angry customer, it is advisable to inform your supervisor about the
interaction, even if you feel that you handled it appropriately.
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Onboarding Manual
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