Conducting business over the phone requires special skills. Individuals who know how to manipulate their tones of voice while providing accurate information make up the most skilful of phone agents. Of course, there are many other tricks to the trade that a talented phone agent must have. But there are some integral techniques that every single person who works on the phone must use if they wish to make their customers happy.
Here are five:
1. Paying attention to detail.
This truly is a skill. It’s requires a lot more than simply listening. It involves a keen sense for what your customers need and want. Someone who has experience on the phone often gets a good understanding for how to interact with customers based on his/her previous interactions with like-minded clients. Picking up on certain patterns and habits enable the best phone reps to anticipate requests and appropriately manage concerns.
2. Displaying empathy.
The best phone reps never forget that they are dealing with other human beings on the phone – not numbers, not dollar signs, not opportunities-for-bonuses – human beings. As a result, they engage in meaningful conversations that add to the overall customer experience. They also express concern and sympathy if their clients are going through tough times. This relationship-building skill goes a long way in keeping customers happy.
3. Owning up to mistakes.
Talented phone agents make clear that they too are human. And, as we all know, humans make mistakes. Owning up to them makes all the difference in the world in the making-customers-happy game. Making excuses and avoiding responsibility is a great way to turn customers off. The best phone reps know exactly how to apologize and make up for errors. That way, they both maintain and grow their lists of happy clients.
4. Going above and beyond the call of duty.
Customers appreciate receiving those “little something extras”. Sometimes, the smallest gestures and have the biggest impacts. Going the extra mile for a customer can be as simple as wishing “good luck” when knowing a client has an important event up ahead. It can also take the form of a money-saving gesture such as the offering of free shipping or a freebie in a forthcoming delivery.
Smart phone reps know never to dig themselves into holes by offering things they can’t guarantee. Take, for example, the date by which a shipment is supposed to arrive. Talented agents, who know that the product will be there by Friday, tell their customers that it will arrive “by early next week”. When the product comes “early”, the customer is pleasantly surprised and generally happy to have entrusted the business that sent it.
At SIClytics, we know how important it is for call centre managers, all across Canada, to employ the strongest of phone agents at their companies. As a result, we offer innovative services that enable them to monitor performance and track the results of their reps. Those services include Live Call Monitoring and Telemarketing Reporting. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.