Telephone - Customer Service 101

7 THINGS TO REMEMBER WHEN HANDLING A CUSTOMER SERVICE CALL The reputation of your office is built and rebuilt each day by the quality of the customer service you provide to the public. To ensure a consistent courteous message that will maintain a positive image and provides valuable information to your customers and colleagues who conduct business through the telephone, it is important to listen to how you are communicating on telephone calls. Consider the following 7 things when reviewing your program. 1. Greeting - Confirm the Problem And Question If you must place a caller on HOLD always ask permission first. Circumstances may not allow the caller to hold and a statement such as “Parking Office Please HOLD” isn’t courteous to the caller. Be pleasant, courteous, and professional to callers at all times. You’re the first impression a caller receives. Using a friendly voice will often help get you a friendly reply. Listen to the question, repeat the question if necessary. Example: Let me understand what you are asking... Your question is... Are you saying...? Let me make sure I understand... Try to use close-ended questions: “Are you asking for information on payment arrangements?” (Yes no) This should get you the answer you need without additional and unnecessary conversation and allow you to get them the answer. 2. Prepare the Customer For Your Answer Example: I understand how you feel... Your concerns are valid... If I could explain the procedures are you willing to listen? I don't blame you for being concerned... BUT NEVER NEVER AGREE THEY ARE RIGHT, ONLY CONFIRM THEIR CONCERN. 3. Answer The Question (ONLY) Before the telephone is answered, have all the facts and tools ready to assist. Do you know where to get the answer? Would you give the same answer to the caller if you knew the caller was your boss? Have you given them correct information, and all the information necessary and available? 4. Discovering an Error If you or your company is at fault, admit it but do NOT dwell on it. Nothing will lower an angry caller’s temperature faster than honest acknowledgement of an error. Now move on to explaining the correction. 5. Angry Callers Generally you must control your temper if you hope to control the situation. Keep your voice calm and make sure your manner will express that you are attentive and helpful. Remember that your instinctive reaction to someone who starts to “Yell” or “chew you out” is to get pretty upset yourself, but that is the worst thing you can do. Sometimes you may need to let the angry person blow off steam. After they have had that satisfaction, they will be a lot easier to work with in solving the problem. IF nothing is working to calm the angry caller, USE MOTIVATING WORDS: “Help me” - Will you help me to solve your problem? GIVE THEM A WARNING: The call will BE TERMINATED if the caller persists -Example: “If I cannot count on you to help me solve your problem, you will force me to terminate this call. Can we work on this together?” 6. CONCLUDE THE CALL Confirm that the caller has received the question that was been asked. Does the caller know what to do? Is the caller satisfied with your assistance? Now is the time to hang up. If the caller is upset and wants to continue to complain, confirm their emotions without telling them they are correct with their complaint, but ask the close-ended question (yes no answer): Question: "Do you have another question?" Reply: "No" Answer: "Thank you for calling, good bye" …Hang up… 7. FORCED TO TERMINATE Reinstate your previous warning of terminating the call. Do not hang up or terminate the phone call without stating you intention. Example: “Mr. Jones, you have forced me to discontinue and terminate this call, please call back when you will allow us to be of assistance to you.” … Hang up… We hope that in all cases you remember to follow the golden rule: Do you know the rule? (Yes no answer) Reply: “No” Answer: "Treat others as you would like to be treated." “Thank you for calling” (opps, reading!)