Efficient customer service is as much about how you say things as it is about what you say. At the end of the telephone call, you want your customers to feel they have been helped and have been served well.
Many organisations rely on "magical" phrases or sentences that customers love hearing to achieve this.
In this article, we'll go over some of the key expressions and the attitudes that validate them, in order to help you make the best impression possible on your callers.
“How can I help?”
Callers want to explain in detail what they want or need. Start the conversation on a positive note by giving them this opportunity. Asking an open-ended question helps get the conversation going.
"I do understand the inconvenience you have faced”
As a general rule, whe customers complain, they feel serious about their complaints. Even if those complains seem small and insignificant to you or to others. Do not start a discussion or doubt the seriousness of what your customers tell you. Show that you can put yourself in their position by acknowledging their feelings. This gives your callers the confidence that the solution you are about to propose is going to be acceptable to them.
"I can resolve this for you"
Even when you do not have an immediate solution, callers do want to hear that you are taking responsibility for resolving their issue. Create realistic expectations about when to expect a solution, and make sure you live up to that. Of course, solving an issue quicker than promised cements a perfect impression.
"I will keep you updated"
If you need time to resolve a problem, do not test a caller's patience. Do not let them guess what the status of their issue is, but keep them in the loop on any updates and changes. Callers will appreciate your pro-active attitude.
"I don't know, but I will find out for you"
Honesty is extremely important. If you do not know the answer to a question, be honest about it and admit it. Callers appreciate this, and they will appreciate it even more if you go through the trouble of finding the answer.
"I would suggest" or "I recommend"
Never, ever, belittle a customer by telling them what they should or should not do. It is far better to give advice. That way you make a positive and friendly impression.
Especially when dealing with technical issues, giving advice or recommendations is a much better approach.
"For special customers like you"
Callers and customers alike do not want to be just another number. They want to be addressed by their name and want to feel appreciated. Do not leave them guessing, tell them how much you appreciate their business. Sometimes you can show your appreciation with a small discount for loyal customers. Insurance companies do this all the time to make their customers feel special. What can you offer your customers?
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