Providing good customer service should be a number one priority for any company or business because in very simple terms without them we would not be able to survive.
In simple terms it is vital for small and large businesses to have in place proper guidelines for staff members to follow so that a customer leaves the place of business satisfied with a feeling he has been provided with excellent service and a desire to return or continue doing business with your firm.
In many cases a customer’s first experience with a business is through telephone contact. The following are a few telephone customer service tips that will assist staff at first point of contact.
1. Be friendly, welcoming and build a rapport with the customer by informing the caller your first name so they are not left with the feeling they are just talking to a voice.
2. Be attentive and listen carefully to what the customer wants.
3. Explain what your business can provide if necessary so that the customer is kept up to date and assured their requirements can be met.
4. If your business is out of stock of a particular product or is unable to provide the service required ensure the client is informed of the reason why and try to find an alternative that might satisfy the customer’s requirements.
5. Lastly, always thank the customer for calling.
A call center can be another problem area for businesses particularly where they need to rely on this type of arrangement to take messages by telephone. Here are some key call center customer service tips that can be followed to ensure customers are felt valued by your business.
5 Call Center Customer Service Tips
1. Calls should be answered promptly.
2. Staff should always be courteous and friendly.
3. Avoid switching a customer to another staff member to sort out a problem. Place the customer on hold and try to find out the answer for the customer yourself.
4. If a customer is placed on hold (for example while the person the customer wants to talk to is on another line) ensure the customer is informed every now and then what is happening and the reason why their call cannot be put through.
The above customer service phone tips as outlined above are only a sample of what staff can do to provide good customer service. Remember, any improvements or changes that can be made to existing systems or processes in a business that will have the positive impact of eliminating poor customer service should not be overlooked.
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