For some organizations, customer service is not one of their key competencies, which could be a real problem. Revenue of these organizations can drastically plummet without warning if they fail to build excellent customer support. Because let’s be honest, customers define the business’ success and failure. Fortunately, the rise of e-commerce businesses has introduced an alternative, and that is to hire a third-party company to handle customer services. You might have heard. It is called inbound call center services.
Brands across the globe take advantage of the Inbound call center services. Foreign big and small businesses outsource this service to the English-speaking and cost-effective countries like the Philippines, where they establish remote call center offices. Think about hiring a professional hairstylist to do your hair instead of doing it yourself. Inbound call center services do just that. They make the job done for you.
Here is the step by step guide for customer service inbound processes that trusted companies train their agents to follow:
Pick Up Your Phone
In dealing with customers’ issues, time is of the essence. The digital era has changed the ways we run things. We are always on the go, and that’s what you have to remember when accepting calls from customers. They will expect quick solutions and accurate answers from polite and friendly agents who are passionate and professional about assisting customers.
Get Your Customer’s Attention in Three Seconds
You only have three seconds to have your customer’s attention. To optimize the short time span, you have to internalize enthusiasm and compassion and channel it when you speak. Customers may have no way of seeing your body language, but they can tell when you are passionate and cares to help them with what they need. It would be best if you remain calm and friendly so that customers can feel comfortable explaining their matters to you.
Empathize with the Customers
Nothing else matters except your customer’s needs. When you have a conversation, assure them that you care and empathize by asking questions regarding the matter. Allow the customer to do all the talking because the more they talk, the more you’ll have the chance to build loyal relationships with the client and, most of all, close the deals.
If you wake up on the wrong side of the bed, it reflects your mood and speaking voice. Make sure that it’s not evident when talking to customers. Asking a customer to make a financial decision in a lousy disposition might jeopardize closing the deal. Make things easy for them by keeping your voice calm and friendly.
Demonstrate Your Strengths
Using comprehensive product knowledge to get ahead and stand out in dealing with customers can give you a head start. Showing this strength will provide them with the idea that well-versed professionals are in charge of the inbound call center services who know the product and its policies like the back of their hand.
No Dead Air
Never let dead air take over the calls. Whenever a customer is speaking, make sure to give affirmations such as “hm” and “ah” so that customers know you are both on the same page.
Follow The Language the Customer Uses
When customers speak, listen to the type of language they use and set the tone by identifying phrases and adjectives they have said. A customer will be happy to open up to you as soon as they feel like you understand what they are trying to address.
Often, agents become too complacent that they no longer take notes. Jotting down important details can help you monitor the pace of the conversation and where it is heading. Customers will send the call to another department if they are not satisfied, so this tip can keep an agent take one call at a time without being overwhelmed by the number of calls they receive in a day.
Demonstrate How You Can Help
As soon as the customer has explained the issues or complaints, you present the solution you know to resolve the problem and offer your help. Knowing your policies and your products matter most in dealing with distressed customers.
Follow Up Calls
Calling through the telephone and sending emails are the most common means to follow-up. One critical part of closing the deal or the problem is through a follow-up call. However, if a customer wishes to have transactions done via text, that can also be acceptable. This follow-up step can be essential in warding off failure. To increase your customer satisfaction, you have to set up and adhere to a professional follow-up procedure.
Recap by reviewing the notes before contacting the customer again. Bringing up the previous call’s specifics will remind the customer that you have listened and taken their needs seriously.
Keep The Value
Instead of following a template during a follow-up call like “I was calling back to make sure you got the email,” you should have a more compelling and detailed explanation for getting back to the customer. You could opt for an update or an option you failed to mention on the previous call as a start.
A merchant is indeed as good as the tools they utilize, which applies to inbound call center services. The telephone could be the most used and essential tool to get in touch with your market, and having the guide for agents to stick with is as important, too. They are the voice of your brand, and as long as everyone participates effectively, you can expect excellent services and impressive sales.
Ready to Outsource E-commerce BPO Solutions?