5 Quick Tips to Give Better Customer Support
- Transparency
Being open with your callers as to your internal policies makes them trust you more. Also they leave the call more informed and prepared for the next time they call should they need to.
Make the caller feel that you are their inside man!
2. Honesty
Customer service is not unlike any other interaction we have and as such should be handled in the same fashion. Speak to you callers as you would you friends.
Speaking in an overly polite, soft and disingenuous tone of voice erects a barrier between you and the caller which is very difficult to surmount once up.
Ensure that your caller knows they are speaking to a real person and not to a robot.
3. Asess
As soon as you hear your customer you need to judge them and decided you they would be most comfortable speaking with. If the caller speaks slow, follow suit, imitate their pauses and breathing.
If the person seems posh, use polysyllabic words.
Using this technique you give the caller a sense of familiarity that will bring trust and a sense of ease.
This however will only work if you have a sound knowledge of the material. Don’t trip yourself up, know your material inside out.
4. Fairness
Treat your callers as you would want to be treated. Your company is paying you to help your caller and sometimes that is achieved at the expense of you company. If there has been a mistake, rectify it and at all time be honest with the caller.
Do not be jingoistic for your company, admit the mistake and make it up with your caller.
5. Firmness
Apologies should be handed out like Tic Tac. Recognise the mistake, offer a genuine apology and find a resolution for the guest. Repeatedly apologising often returns negative outcomes as well as prolonging the problem with the resolution.
A satisfactory resolution is better than one hundred apologies.
Be firm and defend your company. Let the client know if you think the company is acting right, offer a solution and close.
*This list applies to EU based callers.
