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.
LeadXL provides accurate, actionable information and analysis,
resulting in increased conversion of leads from ALL sources. Lead XL was built
for lenders following a clear path to success: Analyze. Revive. Enhance.
Contact Lead XL today!
