CSR and EMail Tips

I spent a year working as a CSR for a major credit card processing company where I learned a ton about the other side of the CSR deal.

Its not all roses and sunshine and to this day, I give CSR people a bit more leeway about stuff than I use to.  Being a good CSR person doesn’t take a backbone of steel, just some learned skills, used wisely and you can get rid of the worst customer on the planet, or turn them into the best.

Susan Friedman, “The Tradeshow Coach“, provided this article at Marketing.about.com:

The Ten Commandments of Great Customer Service

1. Know who is boss.
2. Be a good listener.
3. Identify and anticipate needs.
4. Make customers feel important and appreciated.
5. Help customers understand your systems.
6. Appreciate the power of “Yes”.
7. Know how to apologize.
8. Give more than expected.
9. Get regular feedback.
10. Treat employees well.

There is expanded information on each topic at the link, but these tips can be used in phone customer service or face to face. I have used these techniques on the phone, as I’m fortunate not to have to deal with the retail public, but I believe they should translate to all parts of your life where you deal with customers.

In addition, dealing with customers, or co-workers, via email is becoming more and more prevalent today. Knowing how to apply email techniques in conjunction with the above CSR tips will help you be a better provider to your client’s needs and your co-workers issues.

Dennis G. Jerz, Associate Professor in English — New Media Journalism at Seton Hall Hill University  in Pennsylvania, along with a student, have come up with the following article, “Writing Effective E-Mail: Top 10 Tips“:

1. Write a meaningful subject line.
2. Keep the message focused and readable. 
3. Avoid attachments (when possible).  
4. Identify yourself clearly. 
5. Be kind — don’t flame.
6. Proofread. 
7. Don’t assume privacy.
8. Distinguish between formal and informal situations. 
9. Respond Promptly.
10. Show Respect and Restraint.

Again, each Tip is expanded on at the link above.

Okay why the hell did I write this post?  Well I’ve applied the CSR tips for the last five years to my daily contact with customers since being taught “how” and seem to not have as many problems I’m treating compared to others I witness letting the customer be in control.  The email tips list have some of my pet peeves on it and once applying some of the basics above, saw a turn around in responses and treatment of my needs.   There are still the few emailers that will never learn better techniques to get responses, but hopefully my continued attention to the best ways to send email will rub off on them.

Bottom line:

Do Onto Others …