5 Tips for Great Telephone Customer Service

Customers feel they deserve great telephone customer service, and so do great customer service representatives. Unfortunately, people often associate telephone customer service with rude reps, long hold times or a continuous transfer loop they can't get out of. Most companies devote plenty of time and money to training customer service employees, but these positions have a very high turn-over rate due to the stress of the work. The successful telephone customer service rep is armed with tools, tricks and tips to keep the customers satisfied and keep his cool.

What's In Your Voice?
Smile while you are speaking. It's true that you can hear a smile in a person's voice. You want the customer to know that it really is your pleasure to be of service to him. Conversely, if you are irritated, that can be heard in your voice as well. A customer should never be subjected to such treatment.

Customers Hate the Word "Hold"
Ask the customer if you can place him on hold before you do so; it may be more convenient for him to call back at another time. There are few things more frustrating than being asked if you mind holding and, before you can answer, you have already been placed on hold. Tell the customer the approximate time she will be left holding and any options available to her. If you must place a customer on hold, check back frequently to let her know what is happening.

Customers Hate the Word "Transfer" More
Keep frequently requested information handy to avoid unnecessary transfers. If you must transfer a customer, tell them who you are transferring them to and why. Stay on the line when transferring clients to ensure they reach the next party. When clients have been transferred repeatedly, make every attempt to resolve the problem without another transfer, even if this means additional work for you.

Stay Calm with Irate Customers
Explain to an angry customer that you are there to help him, but can only do so if he is not yelling and cursing. Do not respond to rudeness with rudeness; it is counterproductive for both you and the customer. Silence is a great response to rude customers. Sometimes they just need to vent. Give the customer your first name, if this is company policy, and let them know you will give the matter your full attention. If you make a commitment to call a customer, give them a date and time and keep the commitment.

Know More than the Customer
Know your company, product and policies and be able to articulate them to your customer. If you do not speak confidently, the customer is inclined to hang up and call back, or ask to speak to a supervisor or manager. Honestly answer the questions you are asked. If it is information that you cannot divulge, tell the customer that a manager or supervisor will have that information.

Source : eHow.com