There are so many channels for customers and businesses to interact in our modern world, but in many instances the telephone is still the most preferred way to conduct business. While there are general customer service skills that stretch across any platform, here are some phone-specific strategies you can try.
It may sound like an odd thing to try, but smile when you start the phone interaction, as the positivity it creates can translate over the phone. Acknowledge their problem and demonstrate general empathy skills, which have been covered extensively on this blog. You may want to try mirroring the customers tone and voice inflections. However, this does not mean yell at the customer, especially if they’re yelling at you. Remember, you’re trying to defuse a negative situation, not trying to escalate it. When dealing with customers via the telephone, sometimes it may be necessary to put them on hold. This is frustrating for many customers, so ask if it is OK first, and try not to leave them on hold too long. Check back on the customer every two minutes, even if it’s just to tell them it may be a little longer. If calling back is an option, use that.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
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