The telephone can be a great tool to provide extraordinary customer service but it can also damage a customer’s understanding of your service. What steps can you take to ensure it includes something favorable to the customer experience?
When Alexander Graham Bell created the telephone, little did he understand the positive result it would have on customer support– or the unfavorable result it could also have!
Yes, the telephone can be a terrific tool in helping to provide remarkable customer support however it can also rapidly ruin a customer’s understanding of your service. What steps can you take to guarantee that, whenever you or your staff use the phone, it includes something positive to the customer experience?
Here are some concepts.
It’s an old suggestion but one usually overlooked! You are sitting at your desk, deep in thought, composing your monthly report and the phone rings. “I’ll simply finish this sentence rapidly …” you state to yourself and before you understand it, the phone has called 10 times. The caller is not likely to be in a great mood– presuming he hasn’t currently hung up!
Just try and remember the last time you sat on a phone with it sounding and calling. An image of the person you are attempting to call sitting at his desk chatting or casually consuming a cup of coffee?
Aim to answer your phone within 3 to 5 rings. A timely pick-up will get the conversation off to a favorable start and also avoids you needing to open your discussion with an apology.
Get to the phone as fast as you can.
When you respond to the phone ensure your voice conveys the message, “Really delighted to be speaking to you!” Make your voice light, bring a sensation of passionate feeling to your tone and most notably sound excited. You don’t desire the caller thinking that you would rather be doing something else … even if you do!
Get a real positive feeling into your opening welcoming. Say your “Good morning” or “Good afternoon” with a strong, passionate tone. This will instantly lift your caller’s spirits and get you both off to a great start.
If you really are having a bad day (and all of us get them!), and generating interest is going to be battle, then stand up and take the call. This assist makes your voice lighter and the change in position and body language can have a positive effect. Try it out.
Listen To What They Have To Say
It’s too easy, particularly if the caller has a habit of padding out every point he wants to make, to think about the job you were simply disrupted on, or about that chat you had with one of your suppliers earlier. Before you understand it, you’ve lost track of what the caller is on about. Companies who check their online reviews will notice that the majority of complaints are related to customers feeling ignored.
Practice Active Listening
Actively listening to what is being stated is an ability everybody needs if they are to utilize the phone as a tool for excellent customer support. But how can you keep your attention focused on what is being stated?
- First of all, devote to yourself that you will actively listen. Without a clear commitment nothing ever takes place
- Take notes throughout every call, even if you don’t require to. The act of having to capture the caller’s bottom lines, will force you to listen. Just focus on jotting down keywords, not complete sentences otherwise you’ll be focusing on composing and not listening!
- If an essential statement has actually been made, repeat it back in your own words. This will require you to listen for the bottom lines worth repeating.
- Ask questions. Don’t go too far with a constant barrage of concerns however ask just enough to keep your mind alert.
Active listening is not practically ensuring you get all the bottom lines. It’s also about respecting the caller. They will feel they have actually been treated with importance and regard if it’s clear you have been listening. Appropriate questions and the occasional “Umm” can go a long method to making the caller feel they have been listened to.
If possible, try and get rid of as many distractions as you can while speaking on the phone, particularly if the call is necessary. If your workplace door is open and general workplace noise is impacting your listening, ask the caller to hold for a minute and close the door.
If someone strolls into your office while you are taking an essential call, suggest for him to stay outdoors or return. It can be really distracting having someone sitting at your desk while you are talking.
If you were working on your computer when the call came through, turn and face far from it. You don’t want your eyes and mind wandering back to take a look at the document you were working on!
Respect the caller’s time and eliminate or avoid anything which may trigger your mind to wander off.
When the call is coming to an end it is essential to complete in a strong, persuading way. Summarize what has been agreed, what actions are to be taken and by whom. Leave the caller in no doubt as to what the next action is.
Simply as your opening had lots of interest, so should your closing statement. An excellent, strong and favorable, “Good to talk you and speak with you soon” more detailed will bring the call to a satisfying end. Your customer will hang up understanding that the call was worthwhile.
Automated and Voicemail Messages
If you are not at your desk or in the workplace, any recorded message you leave is simply as important in producing the best impression as the actual call itself. Some people don’t like leaving messages however if your phone has the ability then use it. By leaving a message at least your customer will have the opportunity to partly satisfy the reason he called. It will also give you a quick opportunity to mention your company or brand in a good light. Not having the ability to state anything can be discouraging.
Here are some thoughts on how to record reliable messages:
- Write out the message before you tape-record it. Don’t do it off the cuff as it will probably have plenty of “umms” and pauses. It will not sound professional
- When recording, speak slowly and carefully, making certain that the caller can understand everything you state. This is particularly the case for telephone numbers where you can be reached in an emergency
- Make the message punchy and too the point. Do not fill it with unneeded info
- Call your number and listen to the message. If it does not sound best record it again and once again until it does
Be Timely with Responses
If you are out only for the early morning, tell the caller you will return their call in the afternoon. Messages which are up to date will make the caller more confident about leaving a message
If utilized correctly the telephone can be a fantastic asset in constructing a reputation for supplying extraordinary customer care. Utilized incorrectly, it can harm your company and give another factor for your consumers to go and take their service elsewhere.
The act of having to record the caller’s essential points, will force you to listen. If you are not at your desk or in the workplace, any recorded message you leave is simply as important in creating the ideal impression as the real call itself. By leaving a message at least your customer will have the chance to partially please the factor he called. If you are out just for the morning, tell the caller you will return their call in the afternoon. Messages which are up to date will make the caller more confident about leaving a message