Customer service is the backbone of any successful business, and that doesn’t change when providing support through the phone. In today’s age, effectively interacting with customers through the phone and solving their problems is crucial to retaining and getting new customers.
In this article, let’s discuss how to provide good customer service over the phone.
1. Speak Professionally
Here are some tips for speaking professionally.
- Start the conversation with a friendly greeting like “Good morning” or “Hi.” Then say, “Thank you for calling [Your Company]. This is [Your Name]. How may I help you?”
- Put a smile on your customer’s face. Tune into who they are and how they are feeling, get out of your comfort zone, and ask them a question that creates happiness for them.
- Address the customer by name and personalize your conversation by asking about them.
- Speak clearly and match their energy. If you speak too fast, it can be difficult for the customer to understand you.
2. Active Listening
Active listening involves carefully listening to the customer’s needs and queries without interrupting. Let them express their concerns, and when you get a chance to respond, use phrases like “I understand how frustrating that can be” or “I’m here to help you with that.” Take notes to remember important details.
3. Use Positive Language
Use positive and reassuring language to convey your willingness to assist. For example, say, “I can definitely help you with that” instead of “I can’t do that.” Never blame the customer because this will create a negative image of your customer service.
4. Stay Calm and Patient
It’s normal for a customer support agent to encounter upset, frustrated, or angry customers. In such situations, remain calm and don’t take their frustration personally. Instead, focus on resolving the issue.
If you get angry, remind yourself that your goal is to resolve the issue, not engage in an argument. Taking a deep breath before responding can help maintain your composure.
5. In-Depth Product Knowledge
Having in-depth product knowledge is the key to providing good customer service. Note the frequently asked questions from customers and be prepared to answer them with accurate information. If you’re unsure about something, don’t hesitate to tell the customer that you’ll look into it and get back to them.
6. Reduce Hold Times
It’s normal to place a customer on hold to find a solution to their issue, but ensure to ask for their permission and provide an estimated wait time. Keep updating them on the progress and assure them that you’re looking to resolve their issue. Minimizing hold times can avoid frustration and can significantly improve the support experience.
7. Follow Up
After resolving the customer’s issue, ask if there’s anything else you can assist with. If possible, follow up with the customer through email or phone to ensure their satisfaction. By doing so, you show that you value your customers.
You may also ask for feedback in the follow-up email. You can use that feedback to train your customer support staff.
8. End the Call Professionally
When ending the call:
- Summarise the main points of the conversation.
- Thank the customer for their time and for choosing your company.
- Invite the customer to contact you again if they have questions or concerns.
- Use phrases like “Have a great day” to greet the customer.
9. Seek Feedback
Encourage customers to give feedback on their experience to help you identify your areas of improvement and make necessary adjustments to your customer service approach. You can request feedback through a follow-up email (preferable) or immediately after the call through an automated system.
10. Train and Develop
Customer support staff are the backbone of your company’s after-sales service and customer support. So, hire skilled employees and give them the necessary training to ensure they provide an excellent service. Regular training sessions and performance evaluations can help maintain high standards.
Conclusion
Providing exceptional customer service through the phone is crucial for the success of any business. The process requires professionalism, clear communication, active listening, and problem-solving skills.
By implementing the tips provided in this article, you can create positive impressions on your customers, which, in turn, helps build loyalty and contribute to the overall success of your company. Know that every phone call is an opportunity you get to showcase your commitment to customer care and build strong customer relationships.
If you want to grow your business and multiply its profit, book a coaching session with Ken D Foster. With over 35 years of experience, Ken can help maximize your company’s potential for growth. He has contributed to the success of hundreds of entrepreneurs.
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