Your essential guide to Telephone Customer Service from Bigrock People Performance Solutions.
Telephone Customer Service is an essential aspect of many organisations. In order to achieve success, all call or contact centre people have to ‘delight’ customers at every stage in their journey. Essentially Customer Service is the ability to help customers and clients make the very best decisions, by demonstrating to them that your organisation has a genuine interest in ensuring your product or service delivers and surpasses their expectations.
You need to build trust quickly and effectively on the phone in order for customers to open up to you. You need to be focussed on what you want to understand from them and why. You should then be able to explain to the customer why it benefits them to open up to you. This is all about professional diagnosis for their benefit.
The Telephone Customer Service App takes you through every aspect of Customer Service on the telephone; focussing on building relationships to gain a thorough understanding of your customer’s needs to ensure you offer the most appropriate solution. Some of the items covered are;
- The purpose and role of a Telephone Customer Service professional.
- How to approach trying to understand customers.
- The importance of delivering great customer service.
- How to prepare thoroughly for any customer service interaction.
- The importance of collecting and storing accurate customer records.
- The importance of a clear and concise Value Proposition.
- The process of engaging, eliciting and executing to ensure you understand your customer and provide solutions that meet their needs.
- How to use your voice and best practice communications skills for the telephone.
- How mindset can be the difference between failing or succeeding.
- Working hard to achieve goals that have been set.
Features include:
- Top Tips – Refresh your memory on top tips and techniques from across the App.
- Telephone Customer Service in a Nutshell – Short App summary.
With top content from leading business coaches, the Telephone Customer Service App is the ultimate guide for call centre professionals who are looking to develop their Telephone Customer Service knowledge & skills.
"Our attitude towards others determines their attitude towards us."
Earl Nightingale