How to take care of customers over the phone It is not just about picking up the phone and answering the phone. It is also an art to create a good impression on customers, increase the ability to close sales, and handle customer requests or complaints appropriately. Below is a basic guide that can help you perfect your customer care skills.
Perfect customer service over the phone.
Mind Exploration
Customer care by phone different from making a regular sales call. Therefore, you need to make sure that your staff Customer Service know exactly what they need to do and how they should behave when communicating with different target customer groups.
Actually, talk through Telephone is a very flexible element in human communication. The entire content of products, services and brands are transmitted verbally. Therefore, customer care via telephone is one of the complex and high-risk services.
Therefore, this job also requires good verbal improvisation, knowing how to understand customer psychology and clearly understanding the company's products, services and policies to be able to answer accurately, concisely and with emotional speech. (Sentiment)
Build specific processes and improve customer service skills
Customer care process is a must if you want to ensure high customer satisfaction. Building a specific and systematic process is a must.
This process not only helps the Customer Service department and related departments coordinate more smoothly, but also ensures that customers will be served quickly and get good results.
In addition, with a clear and systematic process, training and evaluation will become easier. This also helps businesses understand the strengths and weaknesses of employees, thereby encouraging them to improve their necessary skills.
You should refer to: Process of building and managing effective customer service.
Record calls, listen back and improve
Storing, listening back and improving is a regular practice that should be done to improve. quality of service of the business.
On the one hand, this will ensure that you do not miss any details or requests from the customer in order to provide the most optimal solution. In some cases, these archives can even be used as a basis for handling serious incidents.
On the other hand, through the recordings (record) and analysis - statistics by software Call Center quality management, contact center managers as well as phone operators will evaluate the effectiveness of each interaction and type of scenario, thereby making more appropriate adjustments. At the same time, this is also a valuable document to consider when reviewing the capacity of employees.
Things to note when taking care of customers over the phone
1. Polish your words.
Your attitude towards customers will be clearly shown through your voice. Therefore, how to take care of customers over the phone It is best to control your words and voice. You must always remain calm and modest so that your words are slow and easy to hear. Avoid speaking too quickly or loudly because this will make customers feel insecure, making your exchange less effective.
2. Serious attitude
When talking on the phone, you should also not eat or drink anything, because it can change your voice or interrupt the conversation. In addition, customers will have a bad impression because they think you do not respect them and do not take the conversation seriously.
3. Note on contact time
The timing and location of your phone call should also be carefully considered. Choose a time when the phone conversation will yield the desired results. Avoid calling at sensitive times such as noon or late at night.
4. Simplify interactions.
Another thing to keep in mind is that you need to consider your target audience carefully to use appropriate, easy-to-understand language (By storing customer information in CRM and use popup feature customer information when contacted). You should avoid using complicated terms that make it difficult for customers to grasp the information you want to convey. They may even misunderstand that you are a show-off, but showing it in the wrong place.
3 Standard Customer Service Scenarios Over the Phone
Below are 3 common suggested scenarios that You can refer to:
Scenario 1: Open with a friendly greeting
Greeting is the first impression customer service bring to customers over the phone. Therefore, introduce yourself: “Hello! I am … from company …”; then give the reason. This way helps customers feel friendly and natural, at the same time let them know the purpose of the call and cooperate better.
Scenario 2: Know how to respect your customers' time
Customer service staff who are not well-trained often make elementary mistakes when proactively calling customers and miss the opportunity to take care of customers. To approach effectively, you should not give customers the opportunity to refuse your call because they are “busy”, in fact, customers are sometimes not busy, they just do not see the benefit of the call.
Try this: “Sorry, I know you’re busy. But this call will only take about 2 minutes, and I have some exciting news to share with you…”
Scenario 3: When the customer responds uncooperatively
In fact, most customer service calls are met with uncooperative customers. However, if you stop here, the team will definitely customer service has not worked effectively.
At this point, businesses need to know the reason why customers do not cooperate. If you ask politely and friendly, the rate of customers hanging up immediately is very low. Remember to ask open-ended questions to get to know customers more easily. Instead of refusing, they will provide you with more information.
This data is very useful for you to find out the real needs of customers to advise them. Moreover, this is also a valuable source of information to create a database of future customers.
We hope the above information has helped your business understand. how to take care of customers over the phone achieve the best results.
