Being Too Casual in Customer Service

Video Transcript

In this section we'll be discussing another model known as the ABCs of customer service. I'm Pamela Unruh on behalf of Expert Village. The next factor to consider in the A portion of the ABC model is don't be to causal to your customer. Now a lot of customer service providers confuse being friendly with crossing the line. When you cross the line and you are too casual with that customer, don't greet your customer "what up dude, hey buddy how are you doing", it doesn't sound very professional does it if you are too casual and the customer is not feeling very confident in your sense of professionalism. I worked in a call center one time where we had a gentlemen who was on the phone and he was taking shipping information for a catalog order. He asked the lady on the other end of the phone if she wanted her stuff shipped to crib, well the lady didn't know what that meant. She wasn't really sure what this person was asking so somebody else took over the call and explain it, is she wanted to ship it to her house. In not being too casual remember watch your slang and watch the use of the name as well unless the customer says to you "just call me Jim", always use Mr. Smith. So remember don't be too casual.

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