Ninety percent of Americans base their choice to do business with a firm on the level of customer service. This is the reason why your company’s customer service matters.
When you are working in a sales role, it is essential to be able to know how to answer customer calls professionally. This is especially true if you have remote workers or have worked as a remote worker yourself, as you will have to deal with sales calls.
Being able to stay professional when talking with customers regardless of their emotions is important. Here are some tips to remember.
1. Be Helpful
In order to be helpful to customers on the phone, it is essential to be professional and apply phone etiquette. This means being polite, patient, and having a positive attitude. It is also important to know the product or service inside and out so that you can confidently answer any questions the customer may have.
2. Never Interrupt
Maintaining a professional demeanor when talking with customers on the phone can be challenging, especially when they are upset or angry. One way to ensure you remain professional is to never interrupt the customer.
Even if they are rambling or going off on a tangent, allow them to finish speaking before responding. This shows that you are listening and respecting their opinions.
Take a deep breath and remember that the customer is not attacking you personally. Instead, they are simply expressing their frustration with the situation. If the customer does become irate, remain calm and avoid raising your voice.
Offer a sympathetic ear and do everything you can to resolve the issue. Thank the customer for their call, even if it was not pleasant, and invite them to contact you again if they have further questions or concerns.
3. Your Attitude Determines the Caller’s Attitude
Maintain a pleasant attitude when talking with customers on the phone. Be enthusiastic and be yourself.
Be patient and take your time with the customer. Make sure you are easy to understand.
Be polite and listen carefully to the customer. Avoid using jargon or technical terms that the customer may not be familiar with. If you are unsure of something, ask for clarification.
4. Get Rid of Background Noise
As a customer representative, you spend a lot of time on the phone. You must ensure you are in a quiet location without background noise.
This will help the caller hear you and also help you to stay focused on the conversation. If you have to take a call in a noisy area, try using a headset or speakerphone.
5. Active Listening is Crucial
Active listening means giving the customers your full attention and not letting your mind wander. This helps you address their concerns appropriately.
There are other ways to improve customer service in your sales team. One is the use of call recording to ensure you don’t miss any calls.
Ensure Your CSRs Give Their Best When Talking with Customers
When it comes to talking with customers on the phone, there can be several people and experiences that the customer service representatives will encounter. Other callers may be angry about the products or the kind of services that they received. No matter what that is, it is crucial to remain calm and professional.
A customer representative needs extra patience. Also, one must be able to help the customer and address their concerns efficiently to calm them down.
To learn more about customer service and other topics, check out some other blog posts.
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