When calling a business, first impressions matter massively so you want the best customer service to leave a great and lasting impression – it could be the difference between getting a new customer or missing out on an important sale. Being accessible all the time When you’re a new business or start-up, It’s hard to […]
When calling a business, first impressions matter massively so you want the best customer service to leave a great and lasting impression – it could be the difference between getting a new customer or missing out on an important sale.
Being accessible all the time
When you’re a new business or start-up, It’s hard to be accessible all the time if you have lots of other tasks to get on with and we all hate leaving voicemails, especially when calling a business.
That’s why it’s vital your customers’ calls are always answered by a real person – quickly and politely – so they are not left waiting, which will help in building the foundations of a solid reputation for your company in the long run.
With a professional call answering service, your calls can be answered at peak times even when you’re busy – you’ll never lose out on potential business.
Choosing the right tools
It’s important to have the right tools available when answering customer queries. These days’ a live chat solution is an important web site tool as it can help your customer support team interact with the customer in depth so that the customer can resolve his queries easily. In fact, Aquire state that “44% of online consumers say that having questions answered on live chat while in the middle of a purchase is one of the most important features on a web site.”
Social media is also growing every day, so customers will always find news every minute and google things when they need help. So it is important to keep the company website updated regularly with all the information about a product or service. Additionally, its also important to keep social media pages such as Facebook and Twitter with blogs and post updates so you’re always keeping your customers informed at all times.
Your calls should always be answered professionally and with the utmost care. Good quality service is as important for new business and start-ups as it is for established ones and could make the difference between gaining business or losing it to a competitor.
It’s always important to speak slowly and clearly so that there is no miscommunication – this could affect you and your customers. At all times when speaking to customer make sure you keep a positive and bright attitude – it helps build a good relationship with the customer and leaves them with a good lasting impression, keeping them coming back for more.
Listen to your customers
The first thing you should do when you get a call from a customer is to listen to what they are saying. They’ve called because they have an issue or need assistance, so best thing to do is to listen fully to what they are needing without interrupting them. They could be telling you an important piece of information to help you resolve the problem.
If a customer has called making a complaint, make sure you accept the customer’s complaint and take it as feedback, as if you receive the same complaint repeatedly this could be an issue that needs resolving.
If the customer is upset or angry or has incurred an issue, you will always need to apologise for any inconvenience as it shows that you care about the customer and that you’re willing to provide good customer service and help.
Keep standards high and response times low
More often that not, customers these days will not pick up the phone unless they have a real problem they want to address. So when they do call, they’ll be expecting a quick response!
Once an issue is recognised, your team should attempt to solve it as soon as possible. If you’re not providing quick and efficient customer service, your customers will get annoyed and end up going to another company, costing you time, money and wasting additional resources which could be the difference between survival or not for a small or start-up business.
Believe in what you are offering
It’s always true that to be great you need to believe. It’s the same with customer service, you need to believe in what you’re offering to your customers to provide the best service.
Make sure you believe and understand the product before contacting customers because if you don’t know your service or product well enough, you won’t have enough knowledge to field questions.