3 Tips to Improve the Way You Answer a Customer Service Call

3 Tips to Improve the Way You Answer a Customer Service Call

24 hour telephone answering service

Customer service is integral for every business and companies are ready to take as many steps as they possibly can in order to ensure a fantastic experience for their customers. But have you ever thought about what happens when your customer is greeted by an unenthusiastic and angry executive over the phone. It is very irritating when a customer tries to contact the organisation and is made to talk someone who frustrates him even more.

To improve your customers’ satisfaction levels you might have successfully deployed a 24 hour telephone answering service but have you simultaneously positioned a team who know how to serve the best to customers over the phone. Implementation of a few strategies can ensure that your customers are duly taken care of. A few of these strategies are mentioned below.

Greeting is Essential: When the executive from the other side of the phone, greets the customer and gives a short introduction about the company, it marks an impression of professionalism. The way a call centre agent treats the customer says it all about the company. Sometimes, a thing as small as a warm good morning is enough to make a customer happy. The biggest disadvantage or advantage of a reliable 24 hour telephone answering service is that it makes customers directly come in contact with your executives. By ensuring that your executives are aware of the basic phone etiquette, you can be sure that your customers will be happy with these manners.

Listening Before Speaking: Sometimes the customer is so frustrated with the problem that he/she just wants someone to hear about it. By listening actively to what the customer is saying, information can be gathered regarding the things which are bothering him/her. Only once the problem is identified can it be solved. And in order to solve the problem, it is imperative for executives to listen patiently and attentively to customers.

Empathy: When dealing with humans, empathy plays a vital role. It is important to note here that such qualities are crucial when it comes to handling customers in a better manner. By showing empathy, executives are able to gain customers’ confidence and trust. No one wants to talk and share his/her concerns with someone who is inconsiderate and customers are no different.

In the end, it is imperative to ensure that executives have been trained well so that they are able to understand the concerns of customers and help them better. It is imperative that your agents are helpful, considerate and professional while talking to your customers.

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