Having good customer service skills on the phone is one of the main ways to engage and retain customers. If customers receive a bad customer service experience they are more likely to move to another business. That is why good customer service skills are key when taking calls from all of your customers.
Active Listening
Listening to the customer is one of the most important ways to provide good customer service on the phone in order to find out the root of the problem. Once the customer has told you the problem, repeat it back to them to make sure they have been understood correctly.
Clear Communication
Its always great to have good communication with the customer, this ties into the above point of listening to the customer, if the connection is poor make sure to spell out critical information rather than asking them to repeat it multiple times. Make sure you clearly communicate what will happen next and try give them a timeline as to when they will be contacted regarding their issue.
Empathy
Always have empathy with the customer, if the customer is upset or frustrated it may be hard for them to listen to and understand what you are trying to tell them. Try to empathise with them and help them calm down so they are more likely to listen to the solution that you are offering them, even if it might not be what they want to hear.
Answer calls promptly
To improve your customers experience on the phone its always a good idea to not leave them waiting too long to answer. Your customers don’t want to sit and listen to hold music for an extended period of time. If they are waiting a long time they are more likely to give up or be more frustrated when you finally answer the call.
How we can help
At AllCall of of our team are trained to handle all calls with great customer service. All of our team are trained to have great communication, have empathy with customer and make sure to always actively listen to customers. We always have numerous members of the team taking calls at any given time 24/7 to make sure your calls are always answered promptly.
If you have any more questions on how we can help you please send us a message here and we will give you a call to discuss this with you further.