Customers carry mobile phones everywhere and use them frequently to contact customer service departments. Your first impression on the phone can determine whether or not customers receive what they need from your company.
Maintain an open and respectful dialogue to build customer loyalty.
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Pick a service you need help with.
No matter the convenience of text messages, DMs, and embedded messaging services like Amazon Prime Instant Video or Facetime calls for customer support, many customers still prefer speaking directly with customer service over the phone. Amazon provides easy ways for them to do just this – selecting their service that needs help before selecting which option best addresses their concern enables quick contact with the right person quickly and effectively.
Dial the number.
Customers still value being able to contact customer service by phone; whether your company uses a call center or handles its own customer calls in-house. To make them feel at ease with using phone service, strong telephone etiquette must be implemented and communicated.
At first, be sure to answer customers within a few rings of their phone ringing; waiting more than several minutes may cause customers to become impatient and possibly hang up or switch over to another company.
Be polite and courteous when speaking with human operators; if transferred, ask new agent to take down details so they can connect quickly with right person.
If you can’t reach an operator quickly, try pressing 0 or * several times. This may allow you to bypass automated systems that take longer than they should and directly connect with an agent. Also consider calling one of your local branches instead of the main customer service number for quicker results.
Select the option to speak to a customer service agent.
Reaching customer service over the phone can be a frustrating experience, but there are ways you can speed up this process. One effective approach is choosing an option which requires spending money. Upgrade your account, purchase additional features or opt for optional insurance – these strategies often result in speaking to a live representative!
As with other loyalty programs, joining an airline’s loyalty program could put you in touch with an agent more quickly. Some airlines provide dedicated phone lines just for loyalty members – entering your membership number can connect you directly to an agent within seconds!
Knowledgeable call center staff should always stay current on products and policies, show patience when speaking to customers, provide accurate information without overpromising or making false promises, thus building trust with customers and increasing satisfaction levels. Kyle Smith of wikiHow Technology Writer is passionate about understanding new technology trends; having presented at numerous engineering conferences as well as writing hundreds of electronics repair guides online.
Choose a time to speak to a customer service agent.
Phone customer service can often provide the quickest and easiest answers and solutions, particularly for complex or urgent matters. Not only is it more personal than email or chat support, but agents may be better able to see facial expressions when speaking directly with customers over the phone – factors which contribute greatly to overall customer satisfaction with calls.
When calling customer support, it’s essential to always remain professional and courteous throughout. Begin with a friendly greeting that includes using their name whenever possible to make them feel valued as individuals. Once their complaint has been heard and understood properly, listen closely and respond in an appropriate manner – patience with customers must also be observed to avoid interrupting them and offer any sympathy or empathy as you can so they feel appreciated as customers.
Customer service representatives should have an in-depth knowledge of the products they sell and their function, so as to quickly understand customer issues and offer solutions quickly. A training program with a senior rep may also prove beneficial as this allows customer service representatives to learn how to troubleshoot common problems as well as gather product tips that they can share with customers.
Some customers may become upset or angry when calling customer support, making the experience challenging to manage over the phone. Customer service agents must remain calm and sympathetic during these calls – even when it is clear the issue is not their responsibility – by using phrases like “how terrible that must be” and “you are absolutely justified to feel this way” to reassure their caller they have heard and understood them.
Finally, when speaking with customers regarding an issue they are experiencing, it is vitally important that only give answers which you know can be verified as true. Overpromising or providing inaccurate information is likely to damage trust with customers and lead to frustration; once customers have been assisted the agent should thank them for their time before asking if there is anything further they need help with – this small step will go a long way toward increasing customer satisfaction and loyalty towards your company.