How Can I Improve Service to My Customers Over the Phone
1. Record notes as the customer talks. Use the customer's name.
2. Build rapport and actively listen to your customer. Hear all they have to say without interrupting.
3. If you are on the phone with an angry customer, provide oral feedback to let your customer know that you're "there" ("oh" "I see"...). Let them know that you are taking notes.
4. State your purpose, which is to solve the problem.
5. Ask good questions to gain further clarification from the customer.
6. Summarize the problem from the customer's point of view so they'll have no reason to explain their problem over and over again.
7. Explain what can be done to correct their problem.
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8. Make the calls/contacts for the customer to fix the problem while they are there with you. If you must transfer the phone call, explain to your fellow employee what you know about the problem. Give the customer the employee's direct name and phone number before transferring.
9. As a last resort, refer them ANYWHERE (including the "800" number or "customer service" department). If that referral does not work out, the customer will come back to you and you will have to start over with a person who is now even more upset for being "passed around."
10. Own the customer's problem. Take whatever action is necessary to resolve the customer=s problem. Be explicit about next steps you and they can take.
11. Give the customer your name and phone number as a future resource to them.
12. Keep the customer informed throughout the problem resolution process. Even if you haven't made any progress in solving their problem, call them anyway when you promised to and let them know you are still working on their issue.
13. Commit to the customer that you will follow up with them. By following up with the customer, you are showing that the customer's satisfaction is important to both you and your organization. You are also establishing credibility in the customer's eyes. Follow through and contact them by the promised time frame even if you have not resolved the problem yet. The customer wants to know you remember their concern and are on top of it.
Patti Hathaway can solve your people challenges through her highly customized solutions. Do you have customer retention concerns, leadership challenges, or employee resistance to change? Patti Hathaway, The CHANGE AGENT, has built her reputation since 1987 as a business advisor and best-selling author who gets her clients' results. For a free monthly tips e-newsletter and many helpful articles, go to: www.thechangeagent.com or call 1-800-339-0973.
