How To Answer Customer Service Questions

Customer Service: How To Answer The Phone HelloSells

WebAug 3, 2018 · General principles Scripting best practices Many businesses neglect one simple thing they can do to improve their customer service—answer the phone. …

Estimated Reading Time: 8 minsEstimated Reading Time: 6 minsLocation: 989 Market St, San Francisco, 94103, CA1. Have context at your fingertips. Having customer context handy is a key component of a good customer service call, according to Madrigal. However, your agents aren’t magicians and can’t pull your customer’s information out of a hat.
2. Connect your phone system with other channels across the business. High-performing customer service teams offer a range of channels, beyond email and the phone.
3. Answer calls promptly. To improve customer relations, make it a goal to answer calls as promptly as possible—no one wants to hear your hold music for 20 minutes.
4. Avoid technical jargon. Refrain from using technical jargon while on a call with a customer—this isn’t easily understood by everyone. Jargon can make conversations less clear for the customer, and can sometimes be isolating and come off as condescending.
5. Become data-centric. Successful telephone customer service starts with defining measures of success. Ensure your call center technology makes the following metrics easy to pull and understand

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21 Key Customer Service Skills (and How to Develop Them)

WebJul 1, 2023 · 1. "I want a phone call, now!" A customer is demanding a phone call to solve their issue, but you don’t offer phone support and/or aren’t able to call them. They may …

1. Problem solving skills. Customers do not always self-diagnose their issues correctly. Often, it’s up to the support rep to take the initiative to reproduce the trouble at hand before navigating a solution.
2. Patience. Patience is crucial for customer service professionals. After all, customers who reach out to support are often confused and frustrated. Being listened to and handled with patience goes a long way in helping customers feel like you’re going to alleviate their current frustrations.
3. Attentiveness. The ability to truly listen to customers is crucial to providing great service for a number of reasons. Not only is it important to pay attention to individual customers’ experiences, but it’s also important to be mindful and attentive to the feedback that you receive at large.
4. Emotional intelligence. A great customer support representative knows how to relate to anybody, but they’re especially good with frustrated people. Instead of taking things personally, they intuitively understand where the other person is coming from and they know to both prioritize and swiftly communicate that empathy.
5. Clear communication skills. Your customer support team is on the front lines of problem solving for the product itself, and serves as a kind of two-pronged bullhorn.

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