The Digital Marketing The telephone remains one of the most popular customer service channels, being the third preferred channel for consumers to talk to companies, according to the Customer Service Experience survey conducted by Elife. However, doubts about how to approach a customer over the phone are common.
Because it allows for the resolution of demands in real time
the telephone was also chosen by 31.6% of consumers as the main channel for resolving problems , second only to WhatsApp (45.3%).
Furthermore, the telephone conveys dataset the image of an official customer service channel, which leads many customers to use it first. Therefore, it is essential for any brand to understand the best way to approach a customer over the phone .
Check out this article for 5 valuable tips for serving customers over the phone!
What to say when approaching a client?
It may sound cliché, but for many somewhere in a category or at the bottom of the e-shop’s homepage? consumers, first impressions are lasting impressions. Knowing how to start a conversation with a customer can be crucial in building a healthy relationship with them.
When providing telephone service , it is essential to the Digital Marketing provide quick responses, as customers who call companies are looking for a solution in real time. Calls give the impression of dedication and dynamism in more serious situations.
To better understand how to contact customers by telephone , we have put together some tips.
Use a pleasant and respectful tone of voice
It is important to make sure that the customer feels welcome. You can do this by adopting a friendly and attentive approach, treating the customer politely and remaining cuba business directory calm regardless of the situation. In practical terms, you need to adjust your tone of voice and diction to convey the message clearly and objectively.
Creating a step-by-step customer service guide is an excellent way to prepare in advance for customer service over the phone . These details make all the difference in ensuring that the consumer feels comfortable when asking for help and talking to the brand.
Listen carefully to what the customer has to say
During the call, while the customer is speaking, it the Digital Marketing is essential not to interrupt them or rush them to explain the reason for their request. If you want to save time, the alternative is to be assertive and objective.
In the case of voice assistants, it is possible to configure them so that they respond directly to customer questions and requests, offering clear alternatives.
Make decision making easier
Offer a variety of options to help the customer. In addition to seeking to understand the demand clearly, it is important to facilitate the consumer’s decision by listening to them until the end and presenting the solutions available to solve the problem.
It is worth remembering that these solutions need to be aligned with the company’s policies, licenses and procedures. Not only must the support team be well trained, but the voicebot must also provide accurate and reliable information.
Read also: Omnichannel engagement: how to gain consumer loyalty?
Avoid noise in communication
Customer service representatives need to explain any necessary information and answer any questions the customer may have. Remember that disorganized service that leaves the customer angry and confused, generates rework and can even result in lost sales.
In automated service , it is essential that the customer understands everything the voicebot is telling them or asking them.
Keep the conversation flowing
When approaching a customer over the phone , the Digital Marketing it is essential to maintain a natural conversation. To do this, you must create a context in which the consumer can interact with the attendant in a fluid manner. With adequate training for your customer service team, the dialogue with the consumer occurs satisfactorily and prevents the customer from waiting on hold for too long .