Tips for Delivering Great Customer Service Over the Phone

You may think that only  ‘in person’ customer service can make an impact on your customers, but in reality telephone customer service is more likely to offer you a chance to truly connect with your customers. When you connect with your customers over the telephone, you strengthen the relationships that matter most to your business, but only if you provide excellent customer service. If you want to deliver great customer service over the phone, these tips will help.

Use your customer’s name

Small details make the difference between okay customer service and awesome service. You may not think that using your customer’s name is a big deal, but it lets your customer know that you care enough to remember their name while you’re trying to help them. By treating each customer as an individual and not just another voice in a sea of voices, you’ll gain your customer’s trust and confidence.

Listen to learn

Active listening is an acquired skill. Not everyone is good at it, but everyone can be taught the basics. Make sure you learn how to practice active listening. Don’t just listen to respond; listen carefully to your customer’s tone of voice and the words they’re saying. You may need to help them figure out exactly why they’re calling, or you could just be the supportive ear they need to bend to vent their frustrations. If you listen actively, you’ll be more likely to connect to your customer and better meet their needs.

Go above and beyond

Whenever possible, exceed your customer’s expectations. If their problem is easily solved, look for other ways to add value to their call. By creating value for your customer, you are also building loyalty to your business. If the problem is more complicated, make it your priority to resolve the issue personally or see that it is resolved. Follow up with the customer afterwards to make sure the problem is fully resolved. By showing your dedication to your customer, you’re also showing them why they should do business with you.

For more tips on delivering excellent telephone customer service, visit the Answer 365 blog regularly.