Resources for
Successful Adult Education

Customer service techniques

Master Internet Volunteers ^SM adopting the facilitator role will find it well adapted to applying helpful customer service techniques. Phrasing questions from a positive perspective, and being clear about your role and commitment to the situation will instill customer satisfaction.

1. "Will you...?" - Ask for the client's assistance rather than demanding it, to reduce their frustration level. For example: "Will you look at your computer screen and tell me what it says?" rather than, "I can't help you unless I know what the screen says. You will have to find that out and tell me."

2. "You can..." - Use this phrase to courteously say no. An example is: "You can have an answer within the hour. I will phone you back after I consult our references." as opposed to "I don't know the answer. You'll have to wait until I have a chance to look it up."

3. "I will..." - builds confidence. It tells the customer specifically what you will do. They are not left in the dark. "I'll try..." is too vague. "I will" statements also help you by mentally conditioning yourself to take the needed action. It makes the chance of follow through much greater for all concerned.

This section is adapted from the University of Missouri's Internet Master Program.

The Master Internet Volunteer Program was developed by the University of Minnesota Extension Service and was adapted for use in North Dakota with permission. Copyright  © 2001  North Dakota State University. All rights reserved.

North Dakota State University Extension Service