4 Tips for Answering a Customer Service Call

4 Tips for Answering a Customer Service Call

How many times have you called a business’ customer service department and have been 24/7 customer service answeringgreeted by a representative who sounded  unenthusiastic or angry? It happens all too often, and there’s nothing more frustrating than talking to a customer service representative who doesn’t sound like they want to talk to you. Customers are incredibly sensitive to how they’re treated on the phone by a company they do business with. It’s important that customer service employees deliver the highest quality service and are mindful of how they speak to current and potential customers. By implementing a few new strategies, you can ensure that your employees are delivering high-quality customer service. Here are 4 tips for answering a customer service call:

Start off with a professional greeting

When you answer the phone, it’s important that you start off with a professional greeting. An example is, “Hello, thank you for calling Main Line TeleCommunications. My name is Ken. How may I help you?” When you answer a call in this manner, you start off the call by building trust and confidence. Right from the beginning, your callers will have the impression that they are dealing with a professional company and that they’re speaking to an engaged representative of your organization.

Listen before you speak

One of the biggest reasons that conflicts occur during a customer service call is because one or more people fail to listen to the other. By actively listening to a customer’s problem, you’ll be able to gather all of the information needed to solve the issue at hand. Customers know when someone isn’t listening to their concerns, and it will cause them to be frustrated and feel like you’re not there to help. Also, don’t forget to listen to a customer’s tone. If he or she is speaking quickly, it may mean that they’re pressed for time. If you sense this, eliminate unnecessary small talk and try to help the customer as quickly as possible without sacrificing service.

Be mindful of your tone

When you answer the phone, make sure you’re mindful of your tone. Even if you’re tired and running on a few hours of sleep, it’s important that you sound energetic and fully rested. Your tone when you answer the phone will set the tone for the entire phone call. It’s essential that you sound like you’re excited to solve their issue. You also need to have a positive attitude and ensure the customer that you’ll work to resolve their issue as quickly as possible. If you’re not able to resolve their issue, don’t panic. Instead, find someone that can help them and direct them to the correct person. People appreciate honesty; don’t lie to a customer if you aren’t able to help them out. If you don’t know the answer or if something isn’t going quite as planned, just be honest. It will go a long way with the customer.

Consider using a telephone answering service

If you’re looking for extra help in your customer service department, telephone answering services can offer assistance. Telephone answering services have a wide range of benefits, and one of those benefits is that they’re experienced in handling customer service calls. They are trained on how to answer phone calls in a variety of industries and can provide extra assistance during busy days, holidays, special events and more. Many businesses that use telephone answering services find that their levels of customer service and support improve over time.

Above all else, keep in mind that the person on the other end of the phone is a human being just like you and that they’re looking to you for help. It’s important that you’re professional, personable and helpful every time you answer a customer service call.

To learn more about Main Line TeleCommunications, please download our free guide:
Free: 10 Tips For Choosing a Telephone Answering Service

Or visit our Contact Us page.

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