To provide exceptional Customer Service, common sense and common courtesy should go hand in hand. The following telephone tips offer both.
First, help eliminate the biggest time waster in business communications.
When you leave a voice mail message, say your name and telephone number clearly and slowly at least two times. Depending on your message, you may want to say them three times.
If you do, you win! You will sound more professional and you will save time and get better results for yourself and the person you called.
Next, when dealing with customers on the phone, avoid multi-tasking. Yes, you are capable of doing a number of tasks while on the phone. But, to provide Exceptional Customer Service, you should use telephone time with customers as the one Exception to your multi-tasking tool box.
Exceptional Customer Service means total focus on your customers. Besides, unusual pauses, noises and comments tell the customer that you are distracted and not paying attention to them.
Finally, the telephone skill that seems to scream for common sense and common courtesy says, hang up last and gently.
For some reason, the number of customer contact people who throw, slam, or drop the telephone receiver on the cradle seems to be on the increase.
Even though we are in the age of cell phones, many businesses still use the conventional handset phone.
For this reason, customer contact people should be reminded to be sure customers hang up first. That ensures that the customers have completed their thoughts and are satisfied with the discussion.
But, as an added measure, customer contact people should return the handset to the cradle gently and softly. Slamming or dropping the handset sends a piercing sound through the wires and into the ears of customers who have not yet hung up.
The telephone is an extremely useful communication devise. Used properly, it becomes a powerful business tool.