Effective Tips for Top-Notch Customer Service
Introduction ď ˝
For a business like a contact center, customer service is one of the keys to success. Striking the right chord between dealing with irritated clients looking for a quick solution and well-intentioned agents trying to provide the best solution can prove troublesome for many contact center employees.
Tips for Top-Notch Customer Service ◦ ◦ ◦ ◦ ◦ ◦
Speak with a Smile Listen First, Speak Second Make customer service everyone’s focus Be Knowledgeable Offer a Call Back Option Monitor Effectiveness
Speak with a Smile ď ˝
Physically smiling while assisting a client over the phone emits a friendly and engaging tone, ready to confront whatever problem is about to be thrown your way. With these attributes in your voice, it will be easier to build a trustworthy relationship with each client, improving contact center metrics and the overall satisfaction of each client.
Listen First, Speak Second ď ˝
Spending
each
day
listening
to
customer
complaints may become monotonous and, slowly but surely, each complaint slowly molds itself into the same thing. Instead of jumping to a conclusion of what the customer needs, remember to stop and listen to each, individual customer to be sure that you’re addressing his or her specific problem.
Make Customer Service Everyone’s Focus
Everyone from the IT person to the frontline customer service representative should have the same focus. You don’t have a business without customers. Providing friendly, timely service should be made a priority from the first day an employee walks through the door.
Be Knowledgeable ď ˝
After listening to the customer’s need, each agent needs to be able to suggest solutions based on an in-depth knowledge of the products and services. Agents should be able to answer any customer question or concern instantly and with 100% accurate information.
Offer a Call Back Option ď ˝
This situation can be easily avoided with a call back option by asking the customer for their number at the beginning of a call. With this information, the agent can then call the customer to follow through on the solution.
Monitor Effectiveness ď ˝
The last step when implementing new customer service solutions such as these is to monitor its effectiveness. Utilize call recording software and other tools to monitor calls and learn which methods are the most effective for satisfying customers and increasing the level of customer service.
Who I Am‌ ď ˝
Claire Suaverdez is a Director of Operations at One Contact Center who helps businesses by providing the top-notch customer services in the Philippines.