5 tips on providing great customer experience over the phone

Customers are the reason that businesses exist. That is why great customer service sets great businesses apart from the rest. Excellent customer service creates loyal customers for life; customers who are willing to refer your business to a friend, relative, and their colleagues.

I'll share to you 5 tips in providing great customer experience

Confidence is the key!

You should always demonstrate a certain level of competence to make your member's at ease that you can help them with whatever they will be calling about. The key to achieving this is making sure that you are knowledgeable of your company policies and processes.

Take time to read about your company processes or policies so in case a member asks you out of the blue - you will be prepared to take on that question.

Professionalism

Maintain a level of professionalism throughout every interaction. You will be the front liners of the company so every interaction should resonate the core values of your company. Don't take it personally.

When people are confused, feel helpless or frustrated, they say all sorts of things they would never say under regular circumstances. When people are upset, they don't care who they are speaking with since they will not be able to speak to the CEO of the company that easily, so they will just vent out everything to the person their talking to at that moment.

Just let them speak their heart out, it is not directed to you personally but to the bad experience that they probably had,. Remain calm and don't escalate the situation by adapting to the customer's demeanor.

Empathize

Empathy is putting yourselves in your customer's shoes - meaning you understand how they feel like you've experienced them yourselves. Let customers feel that you're there to listen and help. Give them an assurance that you'll be putting your best effort to resolve their problem. Listen, acknowledge their concerns, apologize if necessary and do your best to relay all relevant information.

Be efficient

A happy customer is one whose problems have been resolved n a timely manner. Focus on customers as they explain the problem. Being knowledgeable of your services helps be efficient as well so you can respond promptly to customers and lessen the hold time or dead air that often causes unhappy customer. People value their time and they don't want to stay on the phone for long.

Make every moment matter

Almost all companies care about their customers. And many of the companies being complained about, have also been praised for great customer service. These complaints are the result of a single bad experience. These experiences occur when a support agent simply doesn't go the extra mile to make (or keep) the customer happy.

Every interaction with the customer is very important because they will not always remember what you have done to address their issue, but how you made them feel during that conversation. So sell the experience and go the extra mile!

These are only a few pointers to improve your customer service experience. Customer service is an ongoing proposition that should radiate from the business owner down to each employee. Excellent customer service often comes down to consistently checking in with your customers and making sure they are happy with not only the products and services you're selling but also the process of purchasing, ordering, working with you, etc. If you do that successfully, you are on your way to becoming known for providing excellent customer service.