Online stores offer an unrivaled level of convenience. Running them is easy even when you have a tight budget. However, the impersonal nature of such stores could make it challenging to offer quality customer service.
If you want to stand out from the competition, you must upgrade the quality of your customer service, especially on the phone. Here are a few tips to help you.
Follow Up on the Phone
Instead of the annoying emails that many companies send out to their clients, consider following up on the phone. Even though it can be a lot of work, customers will always appreciate valuable follow-ups. Let them know about valuable deals right after they complete a purchase.
The sooner you follow up, the easier it is to convert shoppers. You don’t want to wait until they have forgotten you and your business. Free offers and generous deals let your customer know that you care about them.
Use a Virtual Phone Service
As your business continues to grow, you will need a virtual phone service. It is a professional phone system that will improve the quality of your customer support.
Different virtual phone systems have different features. The best virtual phone service uses your internet connection to do much more than call or send messages to your clients. Other features include:
- Business app integration
- Call recording
- voicemail transcriptions
- Live speech coaching
- Call transfers
- Virtual receptionist
The security of virtual phone numbers depends on the provider you get them from. Reputable providers guarantee VoIP security. They put in measures to ensure that your texts and calls are protected.
Call recording
Call recording will improve the quality of your customer service. The ability to go back and listen to your calls makes it easy to correct your mistakes.
Listening back after the call will give you and your employees more insight into how well you are dealing with customers. It could also empower you to offer better employee training sessions.
The material can be valuable when training new hires. There is no better way to describe a good call than with a real-life example.
Customers will also feel more valuable when they know that you record calls for quality assurance. It proves that you care about them and their experiences.
Take Communication Classes
Proper communication skills do not always come naturally. You may benefit from taking communication classes. All customer service employees should have sufficient training to handle incoming calls.
Ensure that all your customer service reps attend communication classes. That way, they will be more confident and comfortable dealing with customers. They will learn proper etiquette and how to listen actively. Communication skills also empower you to resolve problems and understand customers’ mindsets.
Focus On Customer Satisfaction
Customer satisfaction is the ultimate goal of customer service. Since your customers are the foundation of your business, you need to make them happy.
When speaking to them on the phone, you don’t have the benefit of reading body language or using non-verbal cues. Here are a few tips to ensure that your customers are always satisfied.
- Do not end a call until your customer is fully satisfied. Always ask if you can do anything else for them
- Avoid using disrespectful or offensive language. Instead, stick to positive and uplifting language
- Do not talk over your customers. Listen to them and pay attention to their concerns.
Luckily, you can always measure customer satisfaction. The secret is to determine your identifiable goals. They may include upselling customers, having your customers complete surveys, and keeping customers from canceling. Track the progress of your employees and reward good work.
Phone calls are a critical part of your store’s customer service process. Most customers prefer to speak with an actual human on the phone.
A solid ability to understand customers on the phone could make all the difference. Simple and cost-effective tips include following up after sales, focusing on customer satisfaction, recording calls, and using virtual phone services.
