Where do you look for helpful customer service tips? Well, when you want to know how to make an omelette, you ask a chef. When you want to find out how to get in shape, you ask a personal trainer.
And when you want to learn how to offer amazing customer service, you ask a virtual receptionist.
Our virtual receptionists have mastered the art of being friendly and offering great customer service over the phone and computer through both real-world experience and formal education.
We compiled some of their advice for offering the best customer service and support online, in person, and via telephone.
Check out these helpful customer service tips from our virtual receptionists!
6 Helpful Customer Service Tips from Our Receptionists
Nobody gets customer service right like a friendly receptionist. Feel free to steal these tips for your customer service department and upgrade the level of service you’re offering your clients!
- Physically put a smile on your face – not metaphorically. Smiling helps you keep in touch with positive feelings while conveying a friendly, jovial tone to anyone you speak to, even on the phone. Studies show that smiling while feeling down can actually ‘trick’ your brain into making you feel happier. It really does make all the difference. Don’t skip the smile!
- Keep a notebook next to your desk to jot down little reminders and notes about people you’ll speak to again – for example, you might write down nicknames people prefer, call scripts, notes about a call, common solutions to customer problems, etc.
- It’s not enough to stay calm and collected during customer interactions. Being too calm without showing friendliness can come across as detached. You have to stay positive and upbeat- no matter what happens on the phone. Personal problems, crazy callers, bad days, and all. It’s your job to do it!
- Learn how to graciously avoid long-winded conversations irrelevant to your job. Develop strategies for bowing out early when someone seems to be veering into the long-winded zone. Certain callers are known to keep you on the phone as long as possible, but this guide is handy for learning to handle these types of callers. You can also check out Part 2 of the guide for handling difficult callers here. If you’re facing any type of abuse or uncontrolled anger from a caller, you should refer to the 5 Steps to Follow If a Customer Insults You.
- Never, ever badmouth clients on the job. No matter how much they may (or may not) have deserved it, and no matter if you think there’s no way it will get back to them. The risk of being overheard by that client or another is too high to warrant this harmful kind of ‘venting.’ Would you continue to use a business after you heard their receptionist talking about you?
- Play a little music when you put someone on hold. We’ve run some internal studies and found that most of the callers we handle prefer music to silence or listening to on-hold promotions. Music keeps the caller entertained and helps them accurately judge how much time has passed while they’ve been on hold–while silence or listening to the same promotions on a loop can make the caller feel they’ve been on hold longer than they have.
If you can implement just a few of these helpful customer service tips in your business, you’ll get a positive reaction from your customers and increase their level of satisfaction. Have any other customer service tips that should be on this list? Please let us know!
Want to learn more about our talented team of virtual receptionists? Click here for price information and monthly plan details.