As a customer care professional, you represent the front lines for your employer. You are the main human contact between the firm and its customers. As a result, your ability to handle difficult situations and deliver an excellent experience makes a big difference for your company — and for your career.
There is a downside to this dynamic. A poor performance can damage your company’s reputation. Studies show that customers often complain about a lack of effectiveness, a lack of speed, and a lack of accuracy when dealing with customer service reps. Your goal is to cut down on these problems while maintaining an upbeat, positive demeanor.
It’s not always easy. No wonder that almost half of the people working in customer service quit each year. This comes as eight out of 10 reps report dealing with verbally abusive customers. It’s often a tough gig, which requires training and practice to master.
If you’re looking to stick with customer service for the long haul, here are a few simple tips on how to improve phone etiquette when speaking with customers:
We get it. Callers can become frustrating. Running through an eight-hour shift of argumentative customers can push your nerves to the edge.
However, you need to stay under control. A calm, professional demeanor will keep situations from escalating. You’ll become a better brand representative and your day will ultimately proceed more smoothly.
Become a Partner
Yes, you work for the company. But you’ll get more engaged in your job if you view yourself as an advocate for the customers calling in. Think of yourself as their partner, a guide through the policies of your employer. This will put you and the callers on the same side, helping you to find the best solutions to every situation.
Use Active Listening
As part of your role as an advocate, active listening becomes a crucial component of the process. This skill will help you understand your customers’ circumstances. With this knowledge, it gets easier to find an answer to their issue.
Make a Connection
As you engage in active listening, look for opportunities for empathy. By connecting with customers, you defuse tense situations and build a rapport that will help achieve both your goals. At the same time, you create a better experience for both you and the caller.
Provide Transparent Communication
Let callers know what is happening during each step of the process. Remember: they can’t see what you’re doing. Silence can become a frustrating gap for a distressed customer.
Know Your Products
The deeper your knowledge of your firm’s offerings, the better help you can give. You’ll have the details necessary to deliver innovative troubleshooting. Meanwhile, the process of solving problems will go quicker when you have an intricate understanding of the available options.
Understand the System
Beyond the products themselves, a firm grasp of the customer-care system will ease your task. A strong proficiency with the company organization and the potential alternatives available to help customers will further enhance your ability to find the right steps to resolve an issue.
Maintain an Upbeat Attitude
Your demeanor sets the tone for the conversation. Callers will often enter the situation with a negative attitude. It’s your job to counteract this by maintaining an upbeat, optimistic approach.
Know When to Ask for Help
You can’t solve every problem. Some situations will require intervention from a manager or a collaboration with other parts of your organization. Understand when you need help and ask for the assistance required to respond optimally.
Contact PrideStaff Bend Today
Looking to develop your career in the customer care field? A top recruiter, like PrideStaff Bend, can put you in the best situations available. Contact PrideStaff today to land the perfect job for you.