Customer support is a major contributor to company profits, with 83% of UK business leaders stating that customers are the biggest driver of change in an industry. Unfortunately, not many companies understand — nor do they invest in — good customer service standards.
What is customer service?
Customer service is the act of providing service to customers before, during, and after a purchase. Customer service skills are activities and actions taken to enhance a customer’s satisfaction with the business or business product.
Why you need it
According to a recent study, 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. It is always beneficial to have successful online customer support centers in order to maximize profits.
Many companies, such as banks and retail stores, have call centers established, with 92% of all interactions occurring via the phone. Unfortunately, 85% of consumers are dissatisfied with their phone experience. Below are 5 ways to improve customer support on the phone.
- Use insight: How would you like to be greeted on the phone? Do you like speaking with someone who is knowledgable about a product or service? Be sure to be helpful and knowledgeable to the client.
- Staff training: Employees will benefit most from sitting down with another employee and learning the ropes of a call center. Be sure to tell new employees how long “too long” is to answer a call, how to greet clients on the phone, etc.
- Tone and speed: Are you a nervous talker? You may need to slow down a bit in order for the person on the other end to catch what you’re saying. Also, the tone of voice is often more important than what you are saying — keep it upbeat!
- Middle to end: The middle part and closing lines of a call are the most crucial, and often most remembered by a client. Be sure that the closing of a call is not awkward or too personal. However, don’t sound automated with phrases such as “have a nice day.” Find something genuine to say.
- No riddles: Make sure anyone calling into a support line isn’t bombarded with jargon only your company would understand. Clients who feel overwhelmed by fancy lingo won’t want to purchase your services or products. Always ask if what you are saying makes sense, and do not use acronyms.
Enhancing client communication in a call center or help desk environment is an easy way to retain customers. It’s difficult to maintain good customer service when clients aren’t interacted with face to face, but this is still real time, so be sure to practice these 5 tips and tricks. Find more.