Editor’s note: Most businesses don’t provide good enough customer service to even keep their current customers happy. This guest post by Nick Lewis explains the principles that you need to follow.
In a previous life I spent a long time as a telephone based customer service representative.
It was a very informative experience, and one I’m reminded of every time I call a call centre or receive calls, warm or cold, from banks, charities and so on.
As anyone who has ever been frustrated by a call centre experience (pretty much everyone) can tell you, great telephone customer service is pretty hard to come by.
It’s also one of those ‘little things’ that can easily be forgotten about by small business owners or sole traders, but the quality of your phone service can easily be the difference between a happy customer and a disgruntled one.
Here are 5 tips for you, or your employees, to help you give great customer service on the phone…