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In Handling phone calls and customer service support quality is most essential for a company's success. Companies must therefore make sure that phone calls are taken most seriously to increase customer satisfaction and long term survival. Here are a few tips to meet your customer's expectations.
E-mails, live chat, web inquiries, social media, are numerous ways to communicate and pass across information. But when it comes to business, phone calls are still the most preferred form of communicating. Have you ever been on the phone and wondered how professional one could be, trust me others are thinking the same about you. Here are tips you need to know in handling calls in a professional manner. Happy reading! Always address the caller by their confirmed names except otherwise stated by them. For example; "I am sorry Peter, but Jane is not available at the moment, can I help you with anything or take a message". Always end the conversation in a professional manner. With all sincerity in your voice, you should say "thank you for calling gr8jobsng Mr. James / James, do have a good day" When a customer's issue requires longer time to resolve, request to put them on hold but before you put a customer on hold ask them and get a go ahead before you proceed. A major problem most companies have in common is that they leave their callers on hold for too long. This could be irritating and may turn off a potential customer affecting potential business deal between customer(s) and the company. When someone calls to ask for a particular person respond by saying "please stay on the line while I confirm if he/she is available". Then confirm if the recipient wants to actually answer the call, if not, take down a detailed message for the caller if they want to then transfer the call. When answering calls, never interrupt a customer. Imagine if your calls are focused on customer support, you will have uncountable amount of complaints a day. As difficult as it may sound, you must patiently listen to every complaint, empathize with them even if you don't have all the answers to their issues before referring them to another department. Simply listening will help the customer feel valued and boost their self-esteem.
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