You should never underestimate the importance of quality customer service. Many potential customers end up not buying a really good product because they’ve read a testimonial about how someone had a horrible experience with the company’s customer service or product. At the same time, many customers have stayed loyal to a brand even if they have complaints about their products because their complaints were resolved to their satisfaction by a sympathetic and efficient company personnel.
But that just begs the question of how? How do you provide outstanding customer service?
It’s not always easy, especially when you provide customer service over the telephone. But it can be done properly by following a few basic rules.
- Answer the phone in two rings. If a customer goes through the trouble of calling you, then there must be a good reason for it. It’s probably because they need your help or they are upset about the product they received. So it won’t help your cause if you delay answering the phone. By answering promptly, you project an image that you really want to help.But there are times when you just can’t get to the phone right away and in such cases, you will need a service that can provide you with on hold messages and voice overs for your IVR while the customer is waiting for someone to answer the call. If this is the case, then at the very least you need one that sounds nice, professional and will encourage your caller to stay on the line. Evolved Sound offers professional answering services that are tailored to your specific requirements.
- Use a friendly voice and demeanor. What you don’t want is to give an impression that you’re being inconvenienced by the call, which can discourage potential customers to ask questions or even make them irate.
- Train and authorize your customer support staff to provide the correct answers and solutions. Many customers find it upsetting to have to explain their problem on the phone and the person (your customer service staff) who is supposed to assist them will need to refer the caller to someone else such as their supervisor. So make sure that the person who answers the phone has the knowledge and the authority to provide the appropriate solutions.
- Let customers vent if they want to. Many customers who call to complain sometimes just have the need to be heard. Give your caller time to vent and avoid interrupting them or sound impatient.
- Be sympathetic. Customer service works better when they give the impression that they take the side of the customer rather than the side of the company. So your customer service personnel may need to show some sympathy towards the customer. It’s better to establish collaboration with the customer rather than to engage in a phone confrontation by being defensive of the company. The sympathy can then be demonstrated more effectively by addressing the complaint and offering a solution.
You have to understand that when a customer buys something from you, they expect a full service, from delivery to customer support. Outstanding customer service is a requirement you have to fulfill if you want to build up your company. It’s part of the package. But the thing is, when you provide excellent customer service, you show your customers that you care; and when you can do that, then you’ll have a customer for life.