GoResponse Telephone Answering Service Staff

Tips for delivering the best customer service

Telephone answering services are under more pressure than ever to provide optimised customer care.  Many individuals expect to be treated extremely well, and with the competitive nature of the markets, even the slightest negative experience can cause consumers to move brand allegiance.  For call centres wanting to increase their customer service quality, there are several tips to consider.

One of the most important things is to have a carefully developed plan to deal with unhappy consumers.  Companies can never keep everyone happy, but if they deal with discontented customers in the right way, negativity can be minimised.  Ensuring agents know how to deal with frustrated or irate callers is important, and this will help to improve the experience for all involved.

Having dealt with unhappy customers, it is important for call centres to offer satisfaction surveys and then to share the data with everyone in a business.  This ensures that workers are all on the same page and can make changes to their work processes for continuity.

Meanwhile, it is also important for team leaders to encourage agents to take ownership of customer problems.  By allowing workers the freedom to take ownership and deal with issues, this builds their confidence.  By further providing agents with a way to report back and showcase what worked for them, a sense of achievement can be attained, whilst also inspiring other members of staff.

In 2014, customer care is as important as ever.  For those wanting to excel, taking note of customer service tips will help optimise the care offered to consumers.

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