Customer Service P’s and Q’s
by Citrix Online

Pleasing customers isn’t as difficult as you might think. While you may run into a challenging person now and again, average customers don’t expect a customer service representative to move mountains – customers just want to be treated with respect and to have their problems resolved quickly and efficiently. The formula for providing quality customer service isn’t complicated. It can be delivered following this basic advice from seasoned reps:

• Say please and thank you — You’d be surprised how many of us forget to use these simple, yet powerful words.
• Put on a happy face — Even though customers may not be face-to-face with service reps, it’s important to smile when assisting customers over the phone. Customers may not see the smile, but they will hear and feel it.
• Know when to keep quiet — Being a good listener takes practice, but it’s well worth the effort. Not only will it enable you to better understand the customer’s problem, it’ll also make the customer feel valued and respected.
• Say you’re sorry — Customer service isn’t about having the last word, it’s about making customers feel good. Sometimes a simple apology is all the customer wants to hear.
• Act professionally — Customers want to know that their problems will be handled by someone who is capable and serious. All interactions with the customer should be professional.
• Go the extra mile — Doing something special, even something very simple will make customers feel appreciated and valued.

Most importantly, put yourself in your customer’s shoes. We’ve all been on the receiving end of customer service. In your experience, what has worked well? What has made you feel like a valued customer? Have you ever felt enraged by the behavior of the person on the other end? Answering these questions will open your eyes to how important the basic interaction between service rep and customer really is. It can make or break your organization’s relationship with your customers.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure and managed desktop PC access over the Web; and Citrix GoToAssist™, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,000 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at www.gotomypc.com, www.gotoassist.com and www.citrix.com.