Customer Care on a Laptop ScreenExceptional customer service has replaced hard selling in raking in business from the consuming public. Is your game plan up to date? Browse through these four reminders just to be sure you're always improving.

Manage Your Phone Calls

The best service experience over the phone is speaking to an actual CSR after the third ring, but as businesses grow this is not always possible. Having the phone ring without anyone picking up make callers doubt whether the number is correct or still in use. 

Don’t risk your customers thinking they have the wrong number and give up calling altogether. Invest in message on hold services. Professional voice talents can control the quality of their voices and speech to exude confidence, compassion and positivity. With message on hold services, you can even promote your products and send out announcements.

Take Customer Service Training Seriously

Browsing through customer service tips online can make all the steps seem self-explanatory. Is training essential? The answer is yes. Customer service training lends insights to human behavior. Why do these clients become irate? What was wrong with the representatives’ response? Training answers these questions better. 

Add to this the shared experience of other participants; your customer service representative will know better what to expect. Another important aspect of actual training is learning to manage one’s own emotion after receiving poor treatment from customers.

Standardize And Document Your Approach

You may think that your staff knows what to do, but consistency in quality can be best achieved by rolling out standard how-tos for answering the phone, handling customer issues, responding to odd customer questions, catering to unexpected requests and so on. After you decide on guidelines, have them on paper in good order.

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Hire With Customer Service In Mind

The emotional intelligence and compassion required to be patient with and help others should be one of the qualifications of your staff. The new thrust, particularly in small and medium enterprises, is to spread out customer relations responsibilities all throughout the organization. It is, after all, an attitude, not a single department.

To get ahead and stay ahead, customer centricity should be embedded in a team’s culture, documented procedures, and communication tools.