Do you have amazing customer service reps? Or do you think your call center or office might be better off if some monkeys where running it? If you already have a Click to Call service set-up, why not practice these tips to improve your team’s phone skills?
Know your stuff – This may be quite obvious, but sadly there are plenty of service providers that spend lots of money and time properly training their customer service teams only to have a huge number of their internet leads never even receive a phone call. Some customer service reps don’t even answer incoming calls. Add click to call to your site, sign up for a CRM and track your leads. You work hard to generate them, work hard to convert them as well
Attend calls at the right time – Let the phone rings at least once. If your team answers the phone almost immediately, they might startle the caller. Also, if the phone rings more than three times then the caller may hang up. Between two to three rings is the sweet spot.
Know how to start – You know the old adage right? “You only get one chance to make a first impression” In customer service for both inbound, outbound calls and click to call, this rings very true. No pun intended. Knowing how to greet customers or prospects on phone calls can improve the perception of your service from the consumer’s point of view. Instead of using “John speaking,” why not use a more friendly approach such as, “Hi, this is John. How may I help you?”
