It is always essential to handle business calls properly to run a successful company. That said, you should learn and adopt clever ways to streamline your business. First, you can hire a receptionist and outsource call handling. Then, you need to make sure you set up a message to text/email service. Finally, set up your customer service center. The customer service center is essential to handle not only business calls but also customer complaints.
In today’s service-oriented businesses, employees must achieve a consistently high level of customer satisfaction. An essential part of achieving this goal is each employee’s ability to efficiently and effectively monitor and resolve customer needs. Addressing customer satisfaction issues and providing exemplary customer service is essential in any business environment. Here are seven tips that will help you increase your customer service skills.
Listen to the Customer’s Complaints
After asking the customer to describe the essence of their criticism, don’t interrupt them, as this could fuel their anger and cause further conflict. Allowing the customer to fully clarify the reasons for their dissatisfaction is critical to discovering and ultimately resolving their issues. In case the person or woman is crying and stunned, do not accept his or her opinion.
Try to keep in mind that the client in that situation is angry – perhaps not at you – and that you are there to address his or her issues and resolve the matter. If an angry customer doesn’t clearly describe their problem, consider asking open-ended questions to get more useful information. Asking qualifying questions can have a calming effect, as the angry person begins to understand that you are genuinely interested in their problem and in finding a solution.
Ask If You Can Repeat the Complaints
Asking for consent is a subtle but important step in gaining the client’s trust in your willingness to solve their problems, and it can also help ensure that they listen to you. In your response, don’t elaborate on their terms of frustration, but summarize the list of problems, including each specification.
If you’re not sure you fully understand the customer’s complaints, consider asking probing questions that encourage the customer to expand on their explanation of the problem. Make sure you don’t sound harsh on the customer or refute the information they’ve given you; the goal is to get more information so you can help the customer solve the problem.
Speak Calmly
When dealing with a customer on the phone, it is especially important to show your professionalism and ability, and your voice and demeanor will be the most important tools. Don’t show signs of insecurity or nervousness. Even if the guy is very angry, it is important to react coolly and calmly to defuse the situation.
Look at the Customer’s Point of View
Put yourself in your customer’s shoes and try to empathize with their situation and frustrations. Then respond appropriately to their concerns. In most situations, an apology on behalf of your company is appropriate, even if you were not personally involved in the problem.
Take Responsibility for the Situation
An angry customer is looking for a solution to their problems, and it is extremely important to show them that you can help them quickly and conveniently. Unless it is completely unavoidable, you should not further inconvenience the customer by transferring the call to someone else in another area.
If a phone needs to be transferred, stay on the phone until someone else answers, introduce the caller, and then transfer the matter. Do not treat an angry caller kindly – if the phone is diverted to voicemail or disconnected, the caller is likely to be even angrier when they call back.
Take Your Action
Consult with the customer to see what is an appropriate solution to their problem. If the request is unreasonable, calmly explain your institution’s position and offer an alternative solution. If the request is reasonable but beyond your capabilities, educate the customer on the approval process.
