Taking Customer Service Past The Incoming Call

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A recent study by eMarketer found that while many consumers prefer traditional channels to communicate with a company, the phone was twice as likely to be the most frustrating customer service channel. The same study noted that for the general retail industry, over half of the respondents said that they have stopped doing business with a company because of poor customer service.

These statistics should cause any company that takes inbound calls to step back and look at how important their CSRs are in representing their business. Here are three tips that can help take your customer service past the incoming call and create WOW Experiences for your customers.

The Moment is here and now

Imagine someone is telling your call handler their story about a broken HVAC system. If your CSR is interested and making the caller feel important, their chances of making a connection increase dramatically. If your CSR is disinterested, they risk more than just closing a call; they could lose that customer forever and cause them to tell others to not do business with you!

Your CSRs need to learn how to be in the moment and make listening to the customer their first priority. By listening to and showing that they understand what the caller is saying about their problem, your CSRs will create a connection with the customer that goes past the incoming call.

Reflect the feeling and provide a solution

When a customer calls with a problem, they want to know that the person on the other line is listening and whether you care and can help them.

Your CSRs need to show that they are listening and rephrase to the customer what they are hearing. By rewording the problem back to the customer, customers will feel that they have been heard and that the CSR truly understands their problem and begin to build a emotional connection.

Build on this connection by empathizing with the customer; not only does this show that you have identified the problem, it will also help the customer realize that they are not the only person that has had a similar experience and it can easily build trust with the customer to drive this connection.

Ask the customer to tell you more

To help drive the connection with your customer, use words such as: “Tell Me More”. If your customer is dealing with a HVAC problem, ask them to tell you more. How long has this problem been going on? Is it making odd sounds? What is the HVAC unit doing?

Customers can get on the phone and have a pre-conceived notion about their situation and get sidetracked by pricing concerns and other factors that distract them from their real problem. Teach your CSRs to engage customers by listening, reflecting and empathizing with your customers. Encourage your CSRs to ask more questions to engage with your customers, leading to greater opportunities to keep your dispatch board full.

To learn more about how we train CSRs to wow more customers, book more calls, and make you more money, check out our Pattern for Excellence. This proven method gives call handlers the framework for learning best practices needed to become more aware, persuasive and – above all else – positive in their communication and connect on an emotional level with your customers.


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