Simple Reminders to Improve Customer Service

Every business owner knows how important it is to maintain a healthy relationship with their clients. This is why you need to establish excellent customer service. So when the time comes, your customer service gets a little stale, here are a few tips to shake things up. Read on to know more about it.

• Clarify customers’ concerns

There are times that your customer is not clear with his or her concerns. They may be not sure about the problem or frustrated about it. As a result, it is affecting the whole conversation. To resolve this, you need a very efficient interaction.

Use open-ended questions so you can clearly deliver information. Keep in mind that closed questions tend to deliver confirmation. This will help you control over the conversation. Once you have identified the problem, you may now proceed to a resolution. When you need vital information, use the open-ended question, but make sure to include the word, “exactly.”
For example:
Can you please tell me “exactly” when did you start experiencing this problem?

• Take away the negative energy

Always keep calm when making or taking a call. Set aside your emotions and keep in mind that you are a trained professional. Focus on your goals. There are many ways you can do to motivate yourself. You can read self-help books or browse online for more tips. Improving your work habits can also be a huge factor. For example, reporting to work a few minutes before your shift allows you to do more things. You can establish your mindset and review your goals.

• Be proactive with your calls

Your philosophy should not always be answering to every query, but making an excellent interaction with your customers. If you have new promos, find the best time to offer them. Every call should be responsive, not reactive.

• Transfer calls accordingly

Never let your customer wait for a long time and make sure to transfer calls to the right department. Efficiency and consistency are the main keys to excellent customer service. So make sure the agents know what they are doing. Proper reinforcement should always be conducted.

• Make sure you have enough active agents

As mentioned above, you should not let any customer wait for a long time. So make sure there are enough active agents at their work station ALL THE TIME.

These simple reminders can help you improve your call centre team’s performance. Always remember that every feedback from your customer will reflect your company’s image and reputation.