Seven Figure Business

Telephone Agent Customer Service

More and more companies are increasing their use of
the telephone as the quickest and most convenient way
of establishing customer contacts. Call centers and
mail order is one of the fastest growing operations
among many industries.

It is essential that all employees represent their
company with a professional and friendly manner. Clear
and effective communication is essential to ensure
that the business is not lost. If your staff is not
trained properly on telephone skills, it can damage
the reputation of the company.

Every customer calling should receive a positive and
seamless service that is professional, efficient and
responsive. Customers who are handled well will notice
the good service, bring more business and hopefully
build a long term relationship with you. Customers who
are not handled well damage your reputation and take
their business to the competition.

Working over the phone can be a challenge. You can’t
see what they are talking about and they can’t see
what you are trying to explain. Clarity is a must when
offering customer service on the phone.

The need for customers to have answers for their
questions and concerns is high, having the option of
calling a customer service representative has proven
to be appreciated as it does not require a customer to
leave their home each time they need help.

If your company has not offered this service, it may
be something to consider for the future. It’s a way to
keep your customers happy and coming back for more.

Handling Difficult Customers

The customer is never wrong - and some customers use
this principle completely. What can you do when faced
with a difficult customer?

Some customers make it their goal to ‘cause’ strife
when they shop. Do you argue with them or do you let
them abuse the system?

The answer is neither. Knowing that a customer may
have issues from time to time and being willing to
help the customer with their concern is a good thing.

If however this is a customer who repeatedly “has
issues”, then it may be necessary to consider the
source.

An example of a customer who abuses the system is one
who buys an item brings it back when it’s not “new”
anymore only to replace it with the same thing, once
isn’t too bad, even twice can be overlooked.

A customer, who brings their items back over and over
again, may be looking at a chance to take advantage of
your stores policies. Sometimes these are the very
people who will cheat a company out of thousands of
dollars.

Before arguing with the customer, prepare to look into
this matter deeper. It may only require a manager
advising the customer that this isn’t good practice or
it may require a professional look into this person’s
record.

The business industry is full of scam artists just
looking to make a buck. Knowing the difference between
a customer in need and a scammer may not be easy, but,
you may need to consider how your company will handle
scammers.

After all the harm a scammer can cause not only
affects your profits, it can also affect other
customers from obtaining their needs.

Strategies to manage difficult customers:

* Listen.

- Be a good listener. If you hear the whole story it
may help in determining what to do and how to serve their
needs better.

* Think and respond.

- Consider ways to solve the problem, talk about them
with your management. Refrain from being overly emotional.

* Empathize.

- An empathy statement may defuse a customer who may
otherwise be irrational.

* Resolve the issue.

- Do all you can to rectify this situation and to
ensure the matter will not happen again.

The customer can make or break your dragon business.
Acting with polite understanding and courtesy will go a long way.

Complaints Are Not Always A Bad Thing

Complaining customers are a scary proposition for many
professionals, but the complaint situation represents
an opportunity - not necessarily a problem.

If you deal with a person’s concerns respectfully and
helpfully, your effort and consideration will almost
always be appreciated, and former “complainers” will
walk away feeling happy and valued.

Recognizing how you can benefit from complaints given
by customers makes for an opportunity to improve and
grow.

Depending on the nature and severity of the complaint,
it’s a good idea to really grasp what the complaint
is, what went wrong, and what was done to resolve it?

Continue to meet with your team and review what the
complaint was; consider approaches to ensure it does
not happen again.

Complaints can be difficult to handle, but, don’t be
afraid of them. Be grateful to the customer for
bringing the complaint to your attention. Had they
simply ignored their dissatisfaction and went
elsewhere; it would have been a lost customer. By
their bringing this matter to you he is giving you the
opportunity to correct it and to make future efforts
on not letting the situation repeat.

Complaints + resolution = growth and customer
satisfaction.