Good customer service is golden in any business that you are in. Customers hold the key to making your business a success. You will get a variety of calls when it comes to customers. Some will be pleasant, and others will hold issues that you need to solve quickly. The person who is in charge of the phone will need to have a great personality, and be able to deal with a variety of customers.
You are sure to deal with some hot headed customers who do not want to listen to what you have to say. Answering the phones is a challenging job, and you need to be prepared to handle emergencies when they arise. Here are some tips that will help you handle all phone calls in a professional manner.
People want to be heard, so it is very important that you take time to actually listen to what the customer has to say. You will need to listen not only to their words, but also their tone of voice. If you notice that they are not speaking good English, then you may need to get an interpreter involved. This will make your customer feel more comfortable if they communicate in their own language.
Note if the customer seems to be in a hurry, angry, panic or frustrated. You need to remain calm, as getting excited will only make the customer more anxious. Your calmness will have an effect on them. You need to let the customer get all their frustrations out. You should never assume, or try to correct the customer. This will only make them more angry.
Allow the customer to get done with what they need to say, and do not interject. This will make them more willing to listen to you, as you listened to them. Be sincere when you talk to them, as they want you to be sensitive to the issues at hand. You need to remain calm, even if the customer begins to argue with you.
You need to understand that the customer is upset, and that is why they are calling you. You want to do all you can to help their frustrations. Lay out what steps can be taken to resolve the issue that they are having.
Always use a caring and kind voice when communicating. The customer needs reassurance that you are there to help them and listen to the issues they are having.
As part of your job, you are already aware of how to solve a variety of customer issues. You do not want to waste the customers time, so if you need to get a third party involved, let the customer know right away.
Take the steps that are necessary to solving your customer’s issues quickly. They will appreciate this. Your main goals should be to remain calm, listen, and problem solve efficiently. Your customers will respond better when you handle emergencies in a calm manner.