Tips For Great Customer Service Over The Phone

Telephone Customer Service Skills

There are some essential skills needed in conducting business through the phone with customers. This includes;

• Engage in active listening. Engaged listening permits a better comprehension of customer requirements and indicates a willingness to assist. Avoid interrupting and raise questions to clarify.

• Emphasize understanding. When you ask questions that are relevant, you convey a message that you understand the customer, and you are trying to find a solution to the problem.

• Courtesy. Show respect and politeness, which creates a welcoming environment for customers.

• Use the customer’s name. Inquire the customer’s name and use it in communicating which makes them feel important.

• Empower. Supply efficient information so that customers can make justified choices which provide customer satisfaction.

• Identify pros and cons. Include the strengths and feebleness of a service or product and the alternatives which will make the customers see your credibility and hence elevate trust.

• Explain. Clearly, describe procedures or policies, which will enhance clear comprehension and reduce customer frustration.

• Avoid technical terms. Make a habit of using plain language that is straight to the point, clear and professional.

• Refer whenever possible. When the customer’s requirements are beyond your level, you can transfer them to another party who can address their issue effectively.

• Summarize conversations. This shows that you were attentive in listening and it will foster a mutual understanding amidst you and the customer.
When these skills are adhered to, they can foster a good customer relationship and hence more transactions. By: Julius M. Johnson

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