How to Provide Better Service to a Customer Who Calls

When customers contact your support center, they deserve nothing but the best treatment. If the customer is unhappy with the telephone support they receive, they are unlikely to buy your products or services again. Still, many organizations upset their customers with poor phone handling.

Both small and large organizations commit this mistake. The truth is that most companies don't want their customers to call them. They would like the customer to check out the FAQ section on their website. And if they can't find the answers there, they would like the customer to use the live chat facility on their website or communicate through social media.

 

Companies just don't want the customer to pick up the telephone. However, most customers who call the help desk have already tried one or more of the three methods mentioned above. They picked up the phone as their last resort. And if they still don't get the answer, you can imagine how frustrated they will be.

If you are guilty of annoying the customer with poor call handling methods, you need to review your practice. You should get the process checked by a team of qualified professionals. Here's what you need to do.

Imagine that you are the customer and try calling the support center

Listen carefully and try to analyze the experience. You have probably already done this. You need to do this again.

If your telephone system provides useless information remove them. For example, when a customer calls your phone system might ask them to listen carefully because your menus have changed. The truth is that customers don't care whether your menu has changed or not. All that the customer wants are solutions. The customer wants to be able to talk to the right person without any delay.

Try to minimize the steps involved in getting to the right person. Don't frustrate the customer with numerous instructions. Instead, simplify the process.

Find out which category of customers calls you more often

If you are running a physician's office, the people who are more likely to call are patients. In this case, you should tell them to press 1 to make an appointment. Don't ask them to press 5 or 6. The option that applies to the category of people who call more often should always be stated first.

Don’t refer them to your website

Don't ask customers who have called your support center to visit your website to find a solution to their problem. In all likelihood they have already tried that method.

Revise your customer representative scripts

Perhaps you need to make your team more engaging and respectful. Customers don't want to listen to programmed scripts. Instead, they want to listen to a real human being who can understand their problems and suggest appropriate solutions. Remember that for most customers their problem is unique and they expect you to handle it with the seriousness it deserves.

Hire the right people and provide them the right training

If your customer care team is efficient, there will be fewer issues. You also need to invest in the right hardware. Provide an empowered environment for your team members to work in. This will help you earn the loyalty of your employees and customers.

Remember that the way you handle customer calls affects their level of satisfaction. When they call you, make sure that they are greeted by a real person with real answers.

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