Improving Customer Service Platforms
August 23, 2014 Leave a comment
A company’s reputation is often established through customer service. People that spend their money on products or services expect to have the chance to leave feedback. In modern times, there are several forms of communication that are used between customers and representatives of a business. Traditional phone based customer service is still quite effective. Clients enjoy the opportunity to chat with courteous agents that may answer a variety of questions and address other concerns. It is important for the agents to develop proper phone etiquette when answering phone calls.
When a customer service agent picks up the phone, he or she must use a polite greeting. For example, adult customers should be addressed as sir or misses depending upon the gender of course. Young ladies should be addressed as miss by the customer service representative. Even when a problem is resolved by phone, the agent should keep on making sure that no other issues exist. For instance, it is common to ask if the customer has any other concerns or comments about anything else. After an issue is completely resolved, a customer service agent should use an appropriate farewell. It is also customary to repeat the company’s name before a customer hangs up. This way, patrons end the phone call with a positive image of a business that has just resolved some issues.
Contemporary customer service platforms also include real time instant message chats. Individuals that are hearing impaired may benefit tremendously from having the chance to interact live with company agents. Additionally, some people that have trouble speaking properly could also appreciate the convenience of instant messages in a customer service department. Online based customer service should offer users fast response times and possible links to helpful resources. It is also important for the agent to have excellent typing skills with great grammatical proficiency. Templates featuring common phrases may be used to improve the overall tone of a real time conversation between a customer service agent and a customer. Users should also be informed that the agent is trying to resolve the problem in order to avoid awkward waits.