For a list of tips and techniques please visit the following article.

"Customer Service Tips and Techniques"

When customers call on the phone, we are provided with a tremendous opportunity to reinforce and grow the relationship. It makes good (economic) sense to take the extra time and effort to make these calls as meaningful and service oriented as possible. Attention to customer service will go a long way in helping you to satisfy your customers and make them feel as if they are truly special. The following points were covered in the above mentioned article.

1. Always tell your customer what you CAN do for them. Don't begin your conversation by telling them what you CAN'T do.
2. Allow irate customers to vent. Do not interrupt them or start to speak until they have finished having their say.
3. Diffuse anger by saying "I'm sorry or "I apologize."
4. Use your customer's name at different points in the call.
5. Make certain that your "solution" to the customer's problem is acceptable to them. Get their approval and agreement.
6. Always conclude each call with a "Thank you" or a verbal message of appreciation for their business.
7. Make certain that your tone of voice is in sync with your words. Remember, your tone of voice can completely contradict your message.
8. Listen attentively! There is nothing worse than asking an irate or troubled customer to REPEAT what they have just said.
9. Go the extra step by following up on your solution. Re-contact the customer to make certain that everything has been handled in a satisfactory manner, and they are pleased with the outcome.
10. Remember to ask if there is anything else that you can do for your customer. Taking the time to ask the question often results in increased business and a more committed customer.

First of all you should be thankful for any business you receive, and upselling comes across as if their purchase isn't worthy of your appreciation. I completely disagree with this method of thinking... in fact I wouldn't even call it a method.

Back to the article... I think people of all business backgrounds need this sort of advice for their own employees whether they be customer service, sales, or even accounting.

The only issues I have with this article is that #3 of saying i'm sorry and apologizing as much as it sounds like you're being the nice guy, it is a role totally overplayed and has long lost its meaning. People say sorry for crimes these days, it's just a common reaction now. I say take onus.. accept that you or your company screwed up and instead of pleading for their forgiveness FIX THE PROBLEM!

Finally #8 LISTENING!!! It has been long said by many experts, put in world reknown quotations, and still people don't get it. Listening is your key to success... as Bill Gates put it "Your most unhappy customers are your greatest source for learning." So absorb, become a sponge and ensure it doesn't happen again.

Cheers to happy customers!