TIPS FOR GREAT CUSTOMER SERVICE PROVISION

I have been in the Business Process Outsourcing industry for some time now and with all these years 0f experience, I have seen some really foolproof ways for customer service representatives to make their conversations enjoyable for the person on the other end. This is really an important part of their service provision since it is these CSR personnel who usually act as the front liners of a company. When a rep speaks to the customer, this person IS the company and not just a third-party service provider. Thus, it is best that every customer's needs are met and the call becomes the answer to a customer's prayer for solutions or assistance.

So here are some tips to make telephone conversations more productive.

1. Always Smile
It is a known fact that seventy percent (70%) of the communication process is dependent on body movements and gestures including facial expression. So over the phone, you lose this and depend only on the thirty percent (30%) left. Smiling produces a more relaxing tone and a more engaging aura on the communication process. Smiling is the only action that can send a positive influence across the line. Customers feel that you are smiling because this action actually is reflected on a person's intonation and character. People will actually feel that you are eager and enthusiastic about extending a helping hand when they can feel that you are smiling. Just make sure to maintain this smile throughout the whole call.

2. Be Polite

A lot of the calls we receive in a day as CSRs are complaints. People call to state an issue, file a complaint, or some just whine. But regardless of the reason behind all of these, a CSR must maintain composure and extend proper telephone courtesy at all times. Being polite in the midst of a nagging customer is difficult. Sometimes all you want to do is answer back and throw the complaint back at them. But this is not the purpose of customer service. Always make sure that you treat the customer the way you would want to be treated -- with respect. Always make sure that you keep a good conversational tone, allow the customer to air his grievances, and then provide the best solutions possible.

3. Let the Customer Talk

It is the CSR's responsibility to maintain a low Handling Time for calls that come in. This is to make sure that more people are given assistance each day. Of course, we also do not want waiting calls to build up in number for this shall sure be another issue for complaint. But here's one good practice to make sure that a customer leaves the call satisfied. Make them spill out what they want to say BUT with call control still in your hands.
A customer would usually say their complaint to their hearts' content because that's the reason for their call -- they want the company to know that there's something wrong and it's not pleasing them. Allow them to say what they want to say but cautiously steer the conversation to a main point. This helps the customer drive on to the main point. But do not disrupt them and bring their complaint to a halt just because you already understood their issues. Allow them to know that you are getting their point and understand their circumstance and state that you have a solution that they may take for that matter.
If the call is a repetitive complaint though then it's a different issue, all you can actually do is explain the steps being taken by the company and that these steps will take them nearer to the solution they are asking for. This will help ease their frustration because they know that the company is doing something regarding their complaint.

4. Never Make Promises

It is a common mistake to say to the customer, "Yes, sir, I promise this will all be over quickly". This is adding insult to an already grave injury. There is really no specific guarantee that the solution a customer gets is what the customer wants. You might end up producing more frustration than the start. Promises are really not meant to be broken. So if you cannot guarantee a satisfaction, do not make a promise.

These four tips will help you as a customer service agent in providing more satisfying call experiences to your customers. Remember that your relationship with the customer can make or break their relationship with the company you represent.

This is all for now. I will be back with more tips next time.

** The blogger, Jonathan Daoana, is a Business Process Outsourcing consultant and has had extensive experiences in the aspect of sales training, customer service training, accent training and leadership training. Currently he holds position as a staffing specialist while working also as an offshore service operations manager in the Philippines.