Balancing Customer Service and Efficiency

How does one keep customer service calls as short as possible, while still maintaining superior service at the same time? This latest post on callcentrehelper.com details a list of things to do in order to balance customer service with efficiency compiled by Carolyn Blunt, training consultant with the Training Consultancy Real Results.

Here’s the list: 1. BE READY
Don’t wrap up previous call notes while taking on a new phone call. The next customer deserves undivided attention so you must be completely ready before taking it on.
2. ACTIVELY LISTEN
Listening to the customer during the first couple of seconds are crucial. You must understand the customer’s needs and their mood, and then tailor your approach accordingly. 3. LIKE THE CALLER
Establish rapport with your customers. Think about callers in a positive way so that rapport will develop naturally.
4. ACTION THEIR NEED
Make sure that their needs are taken care of. Many companies have different teams working on different problem areas, but the best customer experience happens when the front line is able to solve their conflict.
5. NOW WHAT HAPPENS?
Be clear on the next steps that are to come. If a technical engineer will get back to them, give them a specified timeframe in which that is expected to happen. Most of all, make sure your engineers or whomever follows up with them actually stick to that timeframe that was mentioned.
6. CONTROL THE CALL
Always stay calm no matter how frustrated the caller might sound. Customers might also stray away from the problem onto other conversations, stay focused and address the problem at hand.
7. END ON A GOOD NOTE
Do not apologize at the end for the customer’s experience as this should be only done in the beginning. Ending the call should remind the customer of positive thoughts, so thank the customer for calling and wish them a happy day.