Good customer service skills can make or break a business. Whether you work in hospitality, dining, retail, healthcare, or virtually any other industry, good customer service skills illustrate your commitment to serving the public and your appreciation for their business.
One of the most difficult parts of customer service is handling a service call. While you can choose to hire a phone answering service for small business needs, many companies choose to handle this difficult but vital work themselves.
Here are 3 tips for handling a service call successfully.
Speak Like Customers
Customers want professionalism, not a robotic personality. They don't want to hear overused and meaningless phrases like, "Your call is very important to us," or, "We appreciate your business." They want to hear people sound friendly, relatable, and, most of all, human. Advocates should sound professional but not rehearsed.
Use Positive Language
Language that sounds negative is disappointing and even infuriating. Always use positive language, even when communicating something negative. Say you're unable to get ahold of a superior, with whom the customer has wished to speak. Rather than saying, "They can't take your call," say something positive, like, "I've left them an urgent message on your behalf, and they'll call you back to answer your questions by the end of the day."
Turn to a Professional
You may want to hire a phone answering service to handle calls outside of business hours, during lunch hours, or while all the phone lines are tied up. A phone answering service for business calls can speak to customers, answer basic questions, and direct them to the proper phone extension, if necessary. The best way to handle a customer service call is to ensure someone picks up the line. And once the line is connected, make sure someone with training and experience speaking with live customers is on the other end.
So, if you want to improve your community standing and customer satisfaction ratings, follow the above advice. When you need a phone answering service for small business needs, search online for trained and experienced customer service solutions.