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Tips To Revamp Your Customer Care Call Handling Skills
Great connection between any business and its customers leads it to success. Customer care department in any company is the medium to make and keep a good and healthy relation with the customers. A business brand is not all about just the sales or making revenue, it is much more than that. Here comes the need of customer care calls handling desk to keep the loyalty toward customers and to keep them happy and satisfied. The ideal customer care service should be available round the clock for complete seven days.
There are thousands of companies in UK that are well known for their excellent and successful inbound call handling services. Most of the companies hire third party services in order to maintain customer relations. In this article we’ll discuss about some helpful tips about gaining expertise and skills to take over the lead while handling a customer over call.
Be prepared for everything – When you are a customer care executive and your get a call, God knows what kind of customer is there on the other side of the line. You should better be ready for every type of customer. You never know if the caller is calling in frustration as he is waiting since long to get his product which is stuck with the courier or may be the caller has already decided to buy a couple of things from you to make your day. The representative should be attentive enough to handle any kind of situation.
Customer is not always right – We as customers believe that we are right, but sometimes due to insufficient information the customer can be wrong. Here, a representative should show his skills to handle a customer nicely without putting the blame on him. For example: Instead of saying, “we cannot provide you refund for your product” you can say, “As per the policy of our company, you are not covered under money back guaranty and we are sorry to say we’d be unable to process your refund request, what if we provide you a replacement?”. Here the customer is proven wrong pretty nicely and we did not just denied to help him, we even gave him option.
Be patient and show respect to the customer – Treat the customer in such a way where he feels like he should try your product or service even just once. During inbound sales call, let the customer ask you every query about your product and understand his requirements, figure out what could satisfy him and hit the spot by giving complete and proper description about your product or service in a way he would not refuse to buy that. You should sound like you really want to help the customer and you’d provide the best deal for him.
Customer support executives are actually company representatives that come in front and talk to a customer about their services and products directly over the phone, thus this is a very big responsibility to handle. There have been many of such representatives who have taken their companies to the top on the grounds of customer satisfaction.