Excellent Customer Service has Become a Fine Art.With many companies choosing to use Customer Service Professionals it’s not surprising that the importance customer service is quickly becoming a hot ticket item.
Take your skills to the next level with these simple, but rarely done tips.
1. It’s Not Personal, It’s Business
Having angry customers vent their frustration on you isn’t fun. In fact it’s downright nasty.
“I’m very sorry to hear that your house was painted purple, instead of white. I’ll page your message out right away.” (<– Ps. I actually had this call)
Yes, I know it sucks to have someone screeching in your ear like a howler monkey. But I can promise you, returning their impression back on them, is not going to make the situation better.
One of the most important lessons we teach our Virtual Receptionists when they start at AnswerPlus it’s that it’s not personal, it’s business. The caller isn’t frustrated with you as a person. They are frustrated with the situation at hand and they are venting it on you. This isn’t fair, but it comes with the territory. Just remember, this isn’t about you, it’s about the situation.
Hint: When an AnswerPlus Virtual Receptionist get’s an irate call we usually give them a small break or talk it out with them. Giving yourself time away from customers after a negative situation is the healthy way to bring yourself back down to zero.
2. Don’t Try to Make Everyone Happy at Once
I know you are passionate about making everyone happy but trust us. Multi-tasking and Customer service Do.Not.Mix. Full Stop.
It’s all about the one on one. It’s about listening and understand exactly what the person on the other end of the phone is trying to say to you. (Hello, active listening) Sometimes it requires a fair amount of patience, but I assure you. Taking the time and solving one problem before you move on to the next will yield far better results than trying to help more then one person at a time.
3. Know When to Ask for Help
Feeling overwhelmed with calls throughout your day? Suddenly you’re not able to make a dent in your ever growing to do list?
For many businesses specific times of the year can bring with it an explosion of customer inquiries and requests. If you find yourself spending more time on the phone than you do on your own work, it may be time to call in the professionals.
You’d be surprised how much easier your life get’s when you have a team you can turn to when things get a bit hairy.
Company meetings, sick days, power outages, poor weather.Suddenly, the natural life events which use to make dread answering the phone make your heart soar. Because now those are the days you can slow down and trust your Answering Service.
That’s all folks!
That’s all you get for today. But never fear. We’re always posting new Customer Service tips and tricks to take your business from 0 to 100!
Until then remember. Keep calm and don’t try to save the world on your own, you have a team of professionals always ready to make you look good.