Executing great customer service is a way to differentiate from other businesses and rise above your competition. This is becoming even more important than pricing, as a Walker study shows 86% of buyers will pay more for a better customer experience.
Delivering exceptional customer service over the phone can be just as impactful than in-person, if not more.
Callers’ expectations to receive efficient and helpful phone service is at an all-time high – you’re competing against one-third of consumers saying they’d rather clean a toilet than speak with customer service (via a 2015 Aspect Consumer Experience survey).
That doesn’t mean, though, that it’s impossible to accomplish a stellar customer experience. It’s a combination of valuing their time and empowering them to solve their problems quickly. Follow these tips, and you’ll be well on your way to both meeting and exceeding their expectations!
UNDERSTANDING WHAT CALLERS EXPECT
In order to deliver great service to your customers and callers, you need to know what they want and expect from you. Otherwise, you’re just blindly throwing darts and hoping for a bullseye.
It’s as simple as asking: what do you want and expect in a call? Chances are, you’re not far off from what others expect:
- Courtesy for your time
- Active listening, where you’re not cut off or interrupted
- Above and beyond service to get your issue resolved
- Sincerity
- A consistent experience every time
This certainly isn’t rocket science, but it can be tricky to deliver on the aforementioned points. That said, here are some tips elaborating on how you can delight your customer and deliver on the above:
#1: COURTESY FOR THEIR TIME
As the adage goes, time is money, and everyone’s time is valuable. Being able to balance a sense of urgency for a caller’s problem as a business will place your brand in a positive light and word of mouth will prevail for you.
They’ll also be more willing to call you again if they had a positive experience. One of the main things that can facilitate a positive experience is to have an auto attendant feature on your business line.
Having an effective auto attendant can help direct your callers to the right person quickly and avoid playing phone ping pong.
#2: ACTIVE LISTENING
There’s a clear difference between hearing someone and listening to someone. While it can take time to listen to the entirety of a caller’s issue, this shows an inherent willingness to help, and it goes a long way for them.
Actively listen to them and feel free to reflect on their question in an engaging way – this can make a call experience wonderful instead of just mediocre.
#3: GOING ABOVE & BEYOND
We all want the reassurance that our issue or question is being resolved/answered. Even if you’re just answering a common question or concern, approach it nonetheless with vigor and zeal. People are apt to pick up on your enthusiasm toward their call within the first few seconds of hearing your voice.
Don’t be afraid to tell them you appreciate their time, and give them something extra if you can. Even if it’s a 10% coupon for taking a customer satisfaction survey, this can show your business is making every effort possible to maintain a high quality of service.
#4: SINCERITY
If you have a dull tone that lacks initiative or drive, you can make a caller feel unsettled that they’re not being properly addressed or treated well.
Customer service means you’re being respectful to someone’s time, and they’ll be very appreciative if you’re communicating that you’re doing everything possible to look into and solve their inquiry.
#5: A CONSISTENT EXPERIENCE
Not being able to consistently deliver exceptional customer service makes associating your brand in a positive manner problematic.
That said, you can minimize issues with this by making certain ubiquitous policies for your calls, including addressing a customer by name and using similar verbiage to ensure the call progresses positively.
A delightful customer experience means being consistent, and delivering on that service every single time. We’re confident you can upgrade your customer service and your business’s image by following these tips.
