Arguably, customer service phone agents have some of the hardest jobs in existence. They spend several hours of their days on the phone with people who are often complete strangers. Among their top objectives is to be cordial, respectful, friendly and informative. This isn’t always easy. Especially when on the phone with an irate customer, a phone agent can experience a lot of stress.
There are, however, many ways to ensure that the vast majority of over-the-phone interactions are extremely pleasant ones for all parties involved. Tone and inflection play huge roles in manufacturing excellent customer experiences. However, using the appropriate verbiage is also of vital importance.
Here are three phrases that all customer service phone agents should use:
1. “I understand how frustrating that must be.”
Being empathetic is one of the most important things a customer service phone agent can do. As we noted, irate customers are bound to call your company. Without expressing empathy, you stand nearly no chance of turning a disgruntled caller into a satisfied customer. The first step is listening. Truly listen to the caller’s concern and pinpoint his/her source of agitation. Express that you understand the cause of concern and will do what it takes to remedy the situation.
Acknowledging a customer’s feelings validates his/her experience. It shows that you are listening and that are you genuinely interested in resolving the problem. By expressing empathy, you will also take great strides in improving the image of your brand. Don’t forget to add an “I apologize for any inconvenience this has caused you.” Even if the issue was not directly caused by the company, offering a sincere apology shows your commitment to making things right.
2. “Let me make sure I have this correct.”
The importance of active listening cannot be overstated. In many cases, customers don’t call companies for customer service while they’re upset. However, their interactions with phone agents who don’t appear to be listening can create a lot of tension. Repeat what you’ve heard. Let your customer know that you have understood the issue correctly. By confirming what is being asked of you, you reassure the caller that you are focused on his/her needs.
Be sure to add a “Here’s what I can do for you.” At the end of the day, your job is solution-based. If you know exactly what is being asked of you, it’s important to be clear and transparent about the solutions or options available to the customer. This demonstrates professionalism and helps to manage expectations.
3. “Is there anything else I can assist you with today?”
Never assume that the call is over just because you’ve resolved issue #1. Before ending the call, make sure that the caller is completely satisfied. Confirming that there are no other issues demonstrates your dedication to customer satisfaction. Of course, it also opens the door for additional assistance if the caller has other needs.
Don’t be afraid to add a “Would it be okay if I follow up with you to ensure everything is resolved to your satisfaction?” Offering to follow up shows proactive customer service and a commitment to ensuring the customer’s needs are met even after the call ends.
Great over-the-phone customer service starts with great phones! Make the switch to Melo Technology’s cloud-hosted Commercial Phone Services! To learn all about them, please don’t hesitate to call us at 1-888-MELOTEL or fill out the form on our Contact page!
