Essential Telephone Techniques for Customer ServiceCustomer Service Training Resource
September 11, 2012 — 1,215 views
In customer service, every call is different. Some callers may be very pleasant and some may be irate, but there are some techniques you can use regardless of who is on the other end of the line. There are essential telephone techniques that all customer service representatives should make sure they use on every call.
Understand the Issue
Even while a customer is venting and letting out all of their frustrations on you, you should be sure to make sure you understand the issue. What is it that the customer is asking you to do? Quickly identify whether their request is something that you are able to fulfill or whether that is something that needs to be addressed by someone with more authority than you currently have.
Sometimes a caller will be so upset, that you can’t seem to understand what they are asking for. It’s important to reframe what they have voiced to you. Asking the customer, how you can best help with this situation will sometimes focus their question and help you understand what they need.
Gain Credibility with the Caller
Once you are on the phone with the customer, they will want to know what you can help them do. They may request that you do something that you are not able to do. You should explain to them that you are not able to fulfill their request, but let them know quickly what you are able to do on their behalf.
Sometimes the caller will even ask what your qualifications are. If this is the case, you should let them know in a nice way that you have been trained to assist with their issues and if you don’t have the answer, you will do your best to find the correct answer and provide them with it. Reassurance is sometimes all a caller needs.
Maintain your Professionalism
From time to time you may get a call from a customer who is beyond frustration and may begin to take that frustration out on you. It’s important to listen through their anger to figure out how you can assist them in solving their issue. Critical thinking is key and sometimes you can help the customer solve their own problem by using the right techniques.
Any number of issues can arise in the customer service arena. Knowing how to professionally deal with customers will help you build and maintain your customer base. Keeping your cool is important and will help you keep your customers happy.