When a member of a company’s customer service team is dealing with a client, it is essential that they do the basics correctly.  Whether it is a client that has just joined the company or one that has been a satisfied client for 10 years, it is important that the same standards are followed when interacting with the client.  For example, does customer service know the name of the contact they deal with at the clients company, and how to pronounce it correctly?  There is nothing worse than speaking to someone who is reading your name from a database incorrectly.  While this may seem like a little thing, mispronouncing someones name at the beginning of a conversation can colour the entire conversation.

Things that should be looked at in basic customer service training include:

• How to convey information to the client so that they can understand it.
• How tone of voice can affect the relationship with the client.
• How building trust can effect the client relationship.
• Why making sure that you understand exactly what the client wants is the most important thing a customer support staff member can do.

Staff should understand that need to be honest with clients, to listen to the clients and to try and provide the clients with solutions to their needs.  Clients are an important part of a company, not just a necessary evil that some people make them out to be.

Related posts:

1. Customer Service Training Basics
2. Customer Service Training - Current Customers
3. Learning To Treat Each Customer Service Encounter As A New Conversation

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