When it comes to customer service, the goal is always to be productive and helpful. However, that can be easier said than done. With so many things going on at once, it can be tough to stay focused and organized when you’re on the phone. But this is where preparation can go a long way. Here are seven tips for making every customer service call productive:
1. Be Prepared Before the Call
No one likes being on hold. Whether you’re communicating with a customer service representative or waiting for a friend to pick up the phone, being on hold can feel like an eternity. And if you need to prepare for the call, it can be even worse.
Before you make any call, take a few minutes to prepare. Gather any information or paperwork you need and ensure you know what you want to say. This will help the conversation go more smoothly and make it more likely that you’ll get the outcome you’re hoping for.
2. Be Polite and Respectful
Even if you’re angry or frustrated, it’s important to be polite when speaking with customer service. Remember, the person on the other side of the line is just doing their job. If you want them to be able to help you, it’s important to be respectful and keep your cool.
In other words, you don’t have to see eye-to-eye with them on everything, but it’s important to remain respectful and civil. Only by working together can you hope to resolve the issue at hand.
3. Be Clear and Concise
It can be easy to get sidetracked when you’re speaking with customer service, but staying focused on the issue is important. Be clear about what you need and why you’re calling in the first place. Try to limit your call to one or two main points.
For a phone operator, time is often of the essence. The sooner they can resolve your issue, the sooner they can move on to the next call. So, help them out by being clear and concise from the start.
4. Be Patient
Many customer service issues can’t be resolved immediately, so patience is important during the process. Try to give the representative some time to research your issue or find a solution. In most cases, they’ll be able to help resolve the problem eventually, but it may take some time.
In the meantime, thank them for their help and let them know you appreciate their efforts. Patience is key when dealing with customer service. By remaining calm and level-headed, you’ll give the representative a chance to do their job and resolve your issue.
5. Be Flexible
In some cases, customer service may need to be able to resolve your issue exactly as you’d like them to. When this happens, it’s important to be flexible and willing to consider other options. For example, if you’re trying to return an item that’s out of stock, they may offer a store credit instead of a refund.
If this happens, listen carefully to their proposal and decide whether it would work for you. In many cases, compromising can be the best way to reach a resolution that everyone is happy with.
6. Be Persistent
Don’t give up if your issue isn’t resolved after your first call! It’s important to follow up and continue advocating for yourself until the problem is resolved. Sometimes, this might mean making additional calls or contacting a supervisor.
However, if you remain polite and persistent, chances are good that, eventually, your problem will be resolved. So don’t give up until you get the outcome you’re looking for.
7. Follow Up After the Call
After each call, follow up with the customer via email or phone to ensure their issue has been resolved satisfactorily. This shows that you are committed to providing excellent customer service and are interested in ensuring a positive experience for each client.
It’s also a good idea to ask for feedback so you can continuously improve your performance going forward. A simple “How did we do?” goes a long way toward building strong customer relationships.
Conclusion
Calls to customer service can be challenging, but these seven tips can make sure that each call is productive. By being polite, clear, and persistent, you’ll be more likely to get the outcome that you’re hoping for. And in the end, that’s what excellent customer service is all about.
