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[C1366]Customer Service Over The Phone

by James Stinson, Jam

Technology has made it possible for customers to come in touch directly with customer service officers. Phone lines, email, fax and other forms of communication have been developing in the past few years and are now being utilized by companies all over the world in providing effective customer service.

In the Philippines, contact center agents are becoming a new breed of professionals delivering cutting edge service to customers from all over the world. This has been made possible because a number of companies have been outsourcing their customer service to the Philippines in recognition of the numerous benefits that such a move offers.

Etiquette in delivering customer service over the phone is one of the strong points of contact centers in the Philippines. Due to a culture of hospitality, etiquette on the phone comes as second nature for most Filipinos. They want to help the customers with everything that they have until the problem has been resolved or the issue has been put to rest. Dealing with irate and impossible customers is a reality that most contact center agents have to put up with. How easy and gratifying would it be to shout back to a shouting customer on the phone? Or how easy would it be to sabotage a very difficult client? Yet, these are not being done, obviously for legal reasons. But contact center agents in the Philippines go the extra mile and exhibit the utmost patience toward such customers.

Customer service is in the first place about the company helping out the customer with their questions, problems, and complaints. Yet, with a society that seems bent on perpetuating a dog-eat-dog world, etiquette on the phone is a welcome development. Its not that customer service officers have no choice. Rather, contact center agents in the Philippines are aware of their commitment to their clients in ensuring that customers do have a pleasant experience in contacting the company.

Phone Etiquette: Taking it to the Next Level

Contact center agents, even though they are already courteous and patient on the phone, need to learn additional tips and techniques in dealing with impossible customers. After all, there might be a tendency for customers to insist on what they want to happen even if such requests were not in the policy. In some cases, some demands are plain ludicrous and crazy.

Phone officers, therefore, need to strike the balance between etiquette and protecting the interests of the company. After all, etiquette on the phone is a two-way street. Nonetheless, the burden of ensuring that etiquette is observed falls on the shoulders of the contact center agents. As such, contact centers in the Philippines are doing their way in training their agents in the proper way of dealing with such situations.

Customer service on the phone need not be a nightmare. Given proper training and adequate knowledge and skills, the contact center agents shall be able to deal with the most challenging situations on the phone. When excellent etiquette is observed on the phone, the company and the customers benefit mutually.

An opportunity missed is an opportunity lost! Hence any business demands prompt customer service.

What do you understand by customer service?

It is not about offering promotions and slashing prices to bring in new customers. Rather, it is about organizations gearing themselves to serve the needs of their customers so that they do regular business with them. Good customer service is about bringing customers back and sending them away happy so that they pass on positive feedback about your business to others. Unless customers come back, your business won't be profitable for long.

How do you go about forming such relationships with your customers?

Remember that actions speak louder than words. And books such as ‘Super Service: Seven Keys to Delivering Great Customer Service' and ‘Best Practices in Customer Service' available on amazon.com can guide your actions. Meanwhile, the following tips can help you get started on your drive to improve customer service.

Be Prompt: No one likes being put on hold, least of all a customer. Answer your customers' calls immediately, even when you anticipate that they're calling about a problem. Make sure that someone from your staff is always around to take customer calls. If you don't have a large set-up with a secretary, install call forwarding and answering services on your phone.

Don't Over-Promise: Do not over-reach; promise only that which you can deliver. Trustworthiness is the key to any good relationship. If you say, “Your lawn mower will be delivered on Saturday”, make sure it is so. Otherwise, don't say it. Think before you commit because nothing annoys customers more than a broken promise.

Listen Patiently: There isn't a better thing to do than to listen to someone who has come in to resolve an issue with you. Let your customers talk before giving them suitable suggestions. The customer must get the impression that you are genuinely concerned about his problem, only then will he come back. Even if you cannot resolve the issue right away, simply paying attention to the customer will put you in a better position to be heard later. But remember to take precautions so that you don't repeat the same blunder.

Co-operate: This one's a no-brainer. Try helping your customers as much as possible even if you do not foresee immediate profit. The customer will never forget an act of kindness and will repay you by coming back. Added to this, you will also enjoy free word of mouth which will certainly bring in more clients.

Equip Your Staff: Train your staff to be helpful, courteous and informed at all times. Educate them on the benefits of good customer service. Most importantly, empower them to take small on-the-spot decisions so that they never have to say, “I don't know, I need to ask my manager etc...”

Go That Extra Mile: Say you have an old customer who walks into your store and asks you to help him find something. Don't just say, “It's in Aisle 3.” Lead the customer to the item. Also wait and see if he has questions about it, or further needs. Customers will notice when you make an extra effort and will also tell other people. People love to get more than what they are paying for, even if it is just attention.

Apply these simple rules and build your reputation for impeccable customer service. The best part is that over time it will bring in more customers than any promotion or price-off ever did!

Article Source : Call Center Customer Service Manager

About Author

Both James Stinson & Akhil Shahani are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.

James Stinson has sinced written about articles on various topics from The Internet, Recruitment and Guide Guitar. James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit:. James Stinson's top article generates over 90500 views. to your Favourites.

Akhil Shahani has sinced written about articles on various topics from Buy a Franchise, Public Speaking and Education Toys. . Akhil Shahani's top article generates over 22200 views. to your Favourites.