Improve Your Digital Presence via Customer Service
How many of us have ever felt like we were hanging on the telephone talking to someone who clearly seemed like you were taking up their time with questions about a product or service, or even your own account. Sometimes we all have to endure this form of service. The main point is that you will tend to remember such a business by their bad service rather the outcome of what you were trying to achieve. Often this is not the sort of reputation you ever want as a small business.
Consider your customer your life line. Because they are! Without the sales there is no business and all the lead up and advertising and promotions wouldn’t be able to save you. Good customer service doesn’t take a lot of effort, however it is important that the experience for the customer remains consistent, and putting a customer service plan together for anyone who answers the telephone or in a customer facing role will set a standard and provide clarity to empower and employees.
Answering the telephone should always be answered in the same manner by all employees. It gives the customer the experience of consistency. This is also the welcoming mat for your customer. A greeting, a welcome and your name should all be in the Introduction. For example; “Welcome to” or “Good Morning /Afternoon/Evening”, [Company Name], [Name of person who picked up the phone]. So something like
“Good afternoon, welcome to Trident Services, Annie speaking”.
To keep focus on whom you are talking to, it is important to listen attentively, and this includes recording and using their name during the conversation. Using a person’s name three of four times during the conversation will also develop a connection and keep the caller attentive with what you are saying. This is particularly important when you are trying to upgrade or sell to them.
Ensure you take their contact details, including phone numbers and email address where applicable.
Repeat the phone number back to them and wait for them to acknowledge that this is correct.
Talk to them and recap what they had discussed, and advise of the action points. For example, if they purchased or ordered anything, then advise what they had orders, and in what colour and size, and the price they had committed to purchase it for. If there was an action point with you, then advise them a timeline by when you or a member of your team will get back to them.
Keeping clear lines of communication with the customer will help them trust you and reassure them that you value them and their business.