This is part two in a two-part series. You can read part one here.
In the first part of this series, we took a look at how a friendly voice, excellent listening skills and a thorough support experience. These customer service basics can help you make sure that your callers feel supported and prized as a valuable part of your business. Here are three more basic expectations that you need to meet to keep callers happy.
- Your customers value quality over efficiency.
While ideally your customers would like to get their problem solved as quickly as possible – their overall experience trumps speed. However, a recent Gallup study showed that customers value service experiences that they feel are “thorough” more than ones that are quick. While you’ll want to be sure that all calls are picked up quickly, you and your staff should take the time to make the customer feel supported and listened to during the entire call.
- Your customers want to know exactly what is going on.
Keeping communication clear is important in all mediums – but especially with telephone calls. You need to help customers feel supported, and your choice of words can make a big difference. For example, there’s a big difference between “Please hold, I’m transferring you” and “You’re going to be transferred to John, our customer care specialist. He’ll be able to better answer your question.” Keep your caller informed about the progress of their problem solving and which steps you’ll be taking next through clear communication.
- Your customers want to feel valued personally.
Even though we live in a very self-serve oriented environment, there’s a lot of power in the personal tough. Customers are looking for that personal contact – especially when they call into your business to solve a problem. Your staff can go the extra mile for your callers by calling them by name and maintaining a friendly. If a call needs to be transferred to another agent, the initial virtual receptionist should take a few minutes to explain the situation and prep the new agent. This way, the customer feels like they are being personally handed off to someone who has knowledge about their problem and can help more effectively. Find ways to add personalization and support to the process and your customers will feel valued.
These customer service basics can help you grow your business. By taking great care of existing and new customers over the phone, you can ensure that you’ll have repeat business and referrals.