How to Adapt to Telephone Customer Service

In today’s digital age, many companies still rely heavily on telephone customer service as a primary means of communication with their clients. According to a survey by American Express, 85% of consumers prefer using the phone to resolve customer service issues. Adapting to telephone customer service can be challenging, but it’s essential for building strong relationships with customers and ensuring their satisfaction. Here are some tips on how to adapt to telephone customer service:

Prepare Before You Pick Up

Before answering a customer’s call, take a few minutes to:

• Review the company’s customer service guidelines and protocols
• Familiarize yourself with the products or services being offered
• Get comfortable with the company’s terminology and jargon
• Take a few deep breaths to calm your nerves

Practice Active Listening

Pay attention to what the customer is saying and show them that you’re engaged in the conversation. Active listening involves:

• Maintaining eye contact (even though you’re on the phone!)
• Showing empathy and understanding through verbal cues (e.g., “I understand how frustrating that must be for you”)
• Summarizing the customer’s concerns to ensure you understand their issue
• Asking clarifying questions to ensure you have all the necessary information

Use Positive Language

Use positive language to defuse tension and create a friendly atmosphere:

• Greet customers with a smile (even though they can’t see it!) and a warm welcome
• Avoid using jargon or technical terms that might confuse the customer
• Focus on the solution rather than the problem
• End the call by thanking the customer for their business and offering assistance for future inquiries

Take Notes and Follow Up

Take detailed notes during the call to ensure you don’t forget important details. Follow up on any commitments you make to the customer, such as:

• Sending a confirmation email or text message
• Providing a resolution to their issue
• Offering additional support or resources

Stay Calm and Patient

Dealing with angry or frustrated customers can be challenging, but it’s essential to remain calm and patient:

• Avoid getting defensive or dismissive
• Show empathy and understanding for the customer’s frustration
• Focus on finding a solution rather than arguing with the customer
• Take a deep breath and count to 10 before responding to any emotional or aggressive language

Use Technology to Your Advantage

Leatherby Libraries estimates that 75% of customers who use phone customer service are willing to chat with a representative who uses technology to assist with their inquiry. Here are some ways you can use technology to your advantage:

• Use CRM software to access customer information and previous interactions
• Utilize speech recognition software to assist with note-taking and data entry
• Offer virtual assistance or chatbots to customers who prefer online communication

Conclusion

Adapting to telephone customer service requires preparation, active listening, and positive language. By following these tips, you can provide exceptional service to your customers, build strong relationships, and increase customer satisfaction. Remember to stay calm, patient, and focused, and don’t be afraid to use technology to enhance your experience. With practice and repetition, you’ll become a pro at telephone customer service in no time!