Remember the saying ‘first impressions count’! Well those words certainly do ring true and play a part in the world of business when a customer telephones a business to make an inquiry with regard to a product or for that matter to inquire about anything at all.
Customer service at this vital first point of contact cannot be sub-standard. If the telephone operator is unfriendly or unhelpful then the customer is going to be left with a lasting bad impression. By providing poor customer service over the telephone customer’s will not only take their business elsewhere, but the resulting fall-out may damage the reputation of the business concerned through the customer talking to other people and potential customers why they will not deal with the business concerned. It is therefore extremely important that a customer’s first experience with a staff member is a pleasant one and that good customer service is provided.
The following are some basic simple customer service tips that telephone operators at first-point-of-contact can use -
1. Answer all calls promptly with a friendly and welcoming manner.
2. Tell the caller your name as this will help to build a rapport
3. Listen carefully to what the customer wants.
4. Put the caller promptly through to the department or section that will deal with the callers requirements
5. If the person being called is unavailable inform the caller of this and offer to either take a message or ask the caller if he/she would prefer to leave a message on the voice-mail system.
6. Finally always ensure you thank the customer for calling.
By providing customers with a favorable first impression from the first contact it will project a professional image in the mind of the customer. Some staff members who have worked for many years answering the office switchboard or incoming telephone lines can unwittingly fall into bad telephone answering habits. In such cases businesses may find a need to closely monitor this important function to avoid business fall off and a drop in bottom line profits.
You Might Also Enjoy:
- IT Department Outsourcing
- The Importance of Small Business Bookkeeping
- Personalized Golf Tees For Business Visibility
- Benefits Of Becoming A Bulk SMS Reseller
- You Can Find Success With An Online Business
