10 tips to improve your customer service
In such a competitive market, improving communication with your customers has never been more important.
Your company can offer customer service through various channels. However, telephone support is one of the most important and customer-focused channels that requires the most attention.
Telephone support agents are often the most customer-oriented part of the company, and it has never been more important that their telephone support is up to par.
Although interactions have diversified in recent years, with customers communicating via email, live chat, mail and social media, as well as by phone, a personal, human response remains crucial to success.
We must take into account:
1. How to effectively equip agents.
2. Key tips to keep in mind during customer calls.
3. How to close conversations and follow up interactions
First of all, what is the objective?
Whenever a customer contacts your company, they have some kind of problem. It could be something important or it could be a quick question about billing.
Regardless of your reach, if you want the caller to leave the call feeling heard and understood, always make sure they feel that tangible steps have been taken to resolve the issue by someone who cares about fixing it. Ideally, the problem will be resolved in a single call, but if not, they'll feel reassured that steps will be taken after the call to address the problem.
So, How can you give yourself the best chance of achieving it?
Equip your agents with the right tools
In the words of Benjamin Franklin, "Failure to prepare is preparing to fail." High-quality interactions are the key to success, and that means giving your agents the right equipment for the job.
1. Have a good customer database and make the most of it.
How many times have you been left on hold while a customer service agent "finds your file"?
Immediate access to relevant and useful information about a caller greatly contributes to smooth, fast, and ultimately satisfactory interactions. In addition to the name and basic contact details, the database should include the customer's complete communication history, with all previous entries and notes.
This level of detail will allow agents to quickly get up to speed and get straight to the heart of the caller's problem. There's a direct correlation between how quickly a solution is found and customer satisfaction, so it's essential to ensure your agents have all the necessary resources within a well-organized system.
2. Check your toolkit
With this in mind, it's worth periodically reviewing your resources to see what's working and what can be improved. The ways customers reach your business are constantly changing, so you need to keep adapting as well.
Is there a new screen-sharing integration that makes reporting issues easier? Or could you create a product diagnostic tool to give your agents a quick and detailed report? By analyzing call patterns and common solutions, you'll find ways to make troubleshooting smoother and less problematic.
3. Make it easy for your customers to contact you
This may seem contradictory today, with so many large companies trying to hide their customer service number behind layers of automated support. But while automation is valuable, nothing replaces speaking with a person.
If your team engages with customers early, they'll find themselves advising as much as putting out fires, creating an active relationship with the caller. They'll learn much more about your needs and opinions, so make your number easily accessible and answer every call within three rings.
How to make the right call
The most important aspect of customer service is how the conversation with the customer unfolds. If the conversation and the resolution provided satisfy the customer, it's a hallmark of excellent customer service. Here are some ways to make a customer service call a success.
4. Show empathy
This is essential for your agents to handle calls effectively. It's impossible to know what's going on in a caller's day: they might have had a terrible morning or be in a big hurry. If they're nervous or upset, it's not personal, and it's important to offer them answers and solutions efficiently.
The best thing you can do is align yourself with their needs: you're on the same side, working together to solve the problem. If you do it collaboratively and use positive language, you'll show that you care about their problem and that you're making an effort to allow them to get on with their day.
5. Be polite
Your agents should never let their mood affect the service. It's recommended to be courteous and use the customer's name, with the correct pronunciation. Don't interrupt them, and if you have to ask them to do something, make sure it's a request, not a demand.
6. Provide clear information
If you have to put someone on hold, explain why, how long the hold is likely to last, and thank them for their patience. Don't be afraid to use short holds to locate information, especially if it helps resolve the issue on the first call.
The same applies to transferring the caller. Explain why you're doing so and ensure the new agent is prepared with the customer's name and the reason for their call. Finally, maintain a direct, professional, concise, and clear tone.
7. Practice active listening
When we call a helpline, we all want to feel understood. To show this, reflect their main concern by asking meaningful questions that help you understand their struggle. This demonstrates your genuine interest and commitment. If you need to clarify something, it can be helpful to explain why you're asking the question.
If you make sure you understand their needs before you start solving the problem, you may even be able to offer a more complete solution than the temporary fix that seems obvious at first.
8. Be proactive
Most callers want proactive steps taken to resolve their issues. It's not enough to simply keep the process moving; you also need to find ways to offer them something extra. Speed isn't the only metric: a little extra advice or a few additional minutes can significantly impact a caller's long-term relationship with your company.
9. Train the caller
If you get the customer involved in the process, they'll likely be much more satisfied with the interaction. Give them enough information to make informed decisions throughout the process, highlighting the advantages and disadvantages of each option. This will build trust and make them feel in control.
10. Dealing with a difficult customer
If you find yourself in a difficult situation with a disgruntled, impatient, or demanding person, it's important to remain calm. Apologize, take responsibility, and continue listening. This way, you can provide them with clear information that can resolve their issue.
A call to improve customer service
When it comes to providing customer service, your call center is perhaps the most important channel through which you can delight your customers. Even with the best customer service agents on your side, delivering stellar customer service is no easy task.
With agents properly trained thanks to these customer service tips, you can offer a much richer and more satisfying experience to everyone who interacts with your company. Article generated with AI support. There are call center platforms that will help you facilitate this process; one of them is... iKono Call Center, With it, you can generate detailed reports and boost the performance of your call center.
#We invite you to read our blog post «Extracting audio from a call using sngrep and wireshark»
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