As you surely know, inbound customer service develops a life of its own, but is still seen as an integral – perhaps the integral – part of your business. Incoming calls encompass every aspect of your business, its products and its services. As such, inbound customer service representatives are ambassadors of your business, who not only address the customer’s questions and concerns, but also play a pivotal part in nurturing the overall business-customer relationship.
With all of that in mind, there are a few things you need to always remember when choosing your incoming call partner.
Even if we can’t give the customer exactly what he wants, we always keep the conversation positive. It is of paramount importance to provide the customer with the product or service knowledge needed to understand the proposed resolution. We drill our customer service representatives to avoid saying words like “can’t” or “won’t.” Instead, we explain to the customer what the company “can” and “will” do.
We always provide the customer with accurate information, even if we have to take extra steps to locate it. Customers are more willing to deal with delayed deliveries and other undesirables when they know they have been given accurate information. Accurate information allows the customer to plan accordingly. Inaccurate information makes customers angry and unwilling to trust what the company says.
Whether your customer is joyously happy or extremely irate, it is important to control the call. This involves keeping the conversation focused on the issue at hand with little deviations. The control process should not come off as rude or disrespectful, and in most cases the customer should not realize that you are controlling the call. Effective call control includes asking close-ended and open-ended questions at the appropriate time, and respectfully interjecting your own comments when necessary.
TeleRep has an established quality-control program. These programs are used to ensure that the calls are handled in a professional and timely manner while providing accurate information. One of the best ways for customer service representatives to maintain quality control is to treat every call as if it is being monitored. You should develop a pattern of performance that allows you to hit every point that is identified in the quality-control program. Every representative has her own method of ensuring quality. The key is to develop a pattern and stick with it. After a while, the pattern will become a natural one that will require little thought.
TeleRep’s Training Pays Off for You!
At TeleRep, we understand how important call center services are to your business. That is why we pride ourselves on our professionalism and customer service training when handling incoming calls. We also specialize in alarm response and data entry as well. Stop making your customers feel under-appreciated with voicemail services; instead, let them know you care through TeleRep and hire a virtual receptionist today.
Learn about TeleRep and our overall live operator services today. We want to help your business excel. You can inquire about the effectiveness of the TeleRep nationwide call center and live answering services by calling 1-800-638-2000 or visit our contact page! Check us out on Facebook, Google+, Twitter, LinkedIn, and Pinterest as well!