What to do when you make a mistake:

[sami]

Secret #2: Personality is more important than knowledge
Whenever a customer service rep picks up the phone, you immediately know whether you are in good hands or not, don’t you? Their tone and attitude projects what kind of experience you’re going to have. And which customer service rep would you rather speak to:

1: A customer service rep who knows everything but who is not friendly, or

2: A customer service rep who is warm & friendly and willing to help you and will find the answers you need?

As customers, we would rather speak to a friendly, helpful customer service rep whose attitude is: “Would you mind holding a moment while I find the right person for you to speak with?” rather than with a rep whose tone is unfriendly or disinterested. In customer service: Attitude trumps knowledge.

How do you get your personality across the phone? In one word: Smiling. People can hear it in your voice when you’re smiling, and they can hear it when you’re not. The secret of pushing your personality across the phone is to “Never stop smiling.”

Secret #3: It’s O.K. to make the occasional mistake or not have all the answers.
Too many customer service reps feel like they have to have all the answers and are afraid to make the occasional mistake. And when they do make a mistake, they tend to defend or deny they were wrong. Both are incorrect.

The true is, we don’t have all the answers all the time and chinese overseas australia database we are going to make mistakes or give out incorrect answers occasionally. The key is how you handy this.


Admit it. Denying it only makes it worse.

“You know I think I may have given you the wrong (part #, extension, etc.). Let me try that again, please.”
Apologize sincerely.

“I’m truly sorry for that.” “I apologize for that.” “That was my mistake…”
Offer to try to help them again or to re-do what just went wrong.

“Would it be O.K. if I tried that again?”
Thank them for their patience.