In this day and age, there are many methods customers can use to obtain service, such as email, chat and social media. It almost seems like phone-based customer service has gone the way of the dodo—but not so fast! Surveys have shown that many customers still prefer handling business over the phone, so here are some pointers to help you deliver excellent customer service over the phone.
The first bit of advice may seem a bit strange, as you’re not dealing with customers face to face, but still—smile. Doing so can help put you in a positive frame of mind, and can actually translate over the phone. Next, try to mirror your customers tone and emotions. Obviously, if they are yelling, you don’t want to yell back, but try to keep a pleasant and calm demeanor. Then, let the customer say what they have to say—in other words, listen. Let them vent. It should go without saying that this is a very important part of customer service, but it can’t be stressed enough. Then, repeat back to the customer the problem they discussed, as this will help clear up any ambiguities and answer any questions. Finally, if you have to put them on hold, try not to leave them there for more than two minutes. If you have to, then check back with them after two minutes to let them know you’re still helping them.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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